Practice GCP-GC-REP Questions With Certification guide Q&A from Training Expert GuideTorrent
Free Genesys GCP-GC-REP Test Practice Test Questions Exam Dumps
NEW QUESTION 20
You just ran the Queue Metrics Interval report and unsure how the average speed of answer (ASA) was calculated. Where can you find this information for Genesys Cloud Contact Center?
- A. Resource Center
- B. CIC Data Dictionary
- C. Google
- D. Contact Center User Manual
Answer: A
NEW QUESTION 21
Which of the following statements are true? (Choose three.)
- A. Reports can be created and then configured.
- B. An agent-based report counts any interactions an agent worked with.
- C. A queue report only counts interactions handled by an agent.
- D. Each report contains a pre-defined set of metrics.
- E. An Abandon is an interaction that disconnects before an agent handles it.
Answer: A,D,E
NEW QUESTION 22
What is the maximum limit for creating performance dashboards for private users?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
NEW QUESTION 23
Which definition matches the performance view for Dashboard?
- A. It is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- B. It is used to monitor real-time contact center metrics.
- C. It is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- D. It is used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
- E. It is used to view historical data only.
Answer: C
NEW QUESTION 24
How many days does the report exist after you run it?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
NEW QUESTION 25
Sam wants to install the reporting app on his iPad for accessing the metrics. Help him by choosing the right one.
- A. Genesys Cloud Admin
- B. Genesys Cloud Supervisor
- C. Genesys Cloud User
- D. Genesys Cloud Reporting
Answer: D
NEW QUESTION 26
How is Service Level calculated by default?
- A. (Number of answered interactions + number of answered interactions that miss the service level target) / ((Number of answered interactions + number of offered interactions) + (Calculation Option Switch Setting (s)))*100
- B. (Number of answered interactions - number of answered interactions that miss the service level target) / ((Number of answered interactions + number of offered interactions) + (Calculation Option Switch Setting (s)))*100
- C. (Number of answered interactions + number of answered interactions that miss the service level target) / ((Number of answered interactions + number of abandoned interactions) + (Calculation Option Switch Setting(s)))*100
- D. (Number of answered interactions - number of answered interactions that miss the service level target) / ((Number of answered interactions + number of abandoned interactions) + (Calculation Option Switch Setting(s)))*100
Answer: D
NEW QUESTION 27
Rayan, as the supervisor, noticed some issues in the interactions handled by the agents. He exported the Agent Metrics report for detailed statistics to troubleshoot the issue. Identify the areas that would help him in resolving the problems. (Choose four.)
- A. Coach the agent on positive behaviors such as better call control.
- B. Review interactions in which an agent's performance varies significantly from the average.
- C. Train the agent to reduce handle time.
- D. Learn the reason for long or short interactions.
- E. Focus on numerical results, which tend to encourage desirable results.
- F. Identify opportunities for improvement.
Answer: A,B,C,D
NEW QUESTION 28
After Call Work for callback interactions is always .
- A. Two
- B. Zero
- C. One
- D. Based on the agent status
Answer: B
NEW QUESTION 29
Which of the following reports are aggregated daily? (Choose two.)
- A. Agent Metrics Report
- B. Agent Login-Logout Details Report
- C. Agent Metrics Export Report
- D. Agent Quality Details Report
Answer: A,B
NEW QUESTION 30
After the report gets deleted, you can download it from the archived list.
- A. False
- B. True
Answer: A
NEW QUESTION 31
Which definition matches the performance and activity views for Queues?
- A. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- B. Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
- C. Used to monitor real-time contact center metrics.
- D. Used to view real-time and historical metrics, such as service level %, abandon %, customer waiting, and active agents.
- E. Used to view historical data only.
Answer: B
NEW QUESTION 32
Reports provide only real-time information.
- A. False
- B. True
Answer: A
NEW QUESTION 33
What will happen if too many reports run at the same time?
- A. Reports will fail to run
- B. Reports run successfully
- C. Partial Reports will run
Answer: A
NEW QUESTION 34
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