GCP-GC-ADM

GCP-GC-ADM practice questions, page 3 of 3, with answer review and explanations.

Question 11

Which definition matches the After Call Work option Mandatory, Discretionary?

  1. 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.
  2. 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.
  3. 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.
  4. 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.

Question 12

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

  1. 3, 5, 4, 2, 1
  2. 3, 5, 1, 4, 2
  3. 3, 5, 1, 2, 4
  4. 3, 4, 5, 2, 1