최신Genesys Cloud Certified Professional - Contact Center Administration - GCP-GC-ADM무료샘플문제

A. Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.

B. Critical Questions are used to prioritize Questions that are critical to the success of an interaction. A separate critical score is calculated for critical Questions.

C. If answered "No", critical Questions will result in an evaluation score of zero for the interaction.

D. Critical Questions are Questions that the agent must answer.

A. So that an agent with a language capability can receive an interaction regardless of the skill requirement

B. So that skills can have a more granular competency rating than languages

C. So that an agent with a skill can receive an interaction regardless of the language requirement

D. Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction

A. Status

B. Wrap-up Codes

C. Resolution Codes

D. Account Codes

A. Email

B. All of the above

C. Message

D. Call

E. Chat

A. Create a spreadsheet and export it as a .csv file

B. Use a .csv application to create .csv files

C. Use a text editor, such as Notepad, to create your .csv files

D. Use a word processing application, such as Microsoft Word, to create your .csv files

A. Email

B. Voice

C. Voicemail

D. Chat

A. Default Callback Script

B. Sales Script Template

C. Blank Script

D. Collection Script Template

E. Default Outbound Script

F. Default Inbound Script