GCP-GC-ADM 試験問題を無料オンラインアクセス

What two options are available to create a customized user role?

• A.Create a new Role and assign the necessary permissions to that role
• B.Create or modify a workgroup to meet your needs
• C.Create a new Group and assign the necessary permissions to the group
• D.Copy an existing role then add the necessary permissions to meet your needs

Put the steps below in the correct order to successfully complete the Calibration process:
1. Evaluate the interactions
2. Discuss the calibration results
3. Record interactions based on Policies
4. Take action on calibration results
5. Select and assign interactions for calibration

• A.3, 4, 5, 2, 1
• B.3, 5, 4, 2, 1
• C.3, 5, 1, 2, 4
• D.3, 5, 1, 4, 2

Call Recording is enabled in .

• A.Admin > Telephony
• B.Admin > Quality
• C.Admin > Contact Center

Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?

• A.The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
• B.The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.
• C.The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.
• D.The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.

Which definition matches the ACD Evaluation Method Best Available Skills?

• A.Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills
• B.Looks for the first available agent and ignores any skill requirements
• C.Matches the interaction to the first available agent who has all of the requested skills