Mar-2022 Genesys GCP-GC-REP Certification Real 2022 Mock Exam
GCP-GC-REP Exam Questions and Valid PMP Dumps PDF
NEW QUESTION 10
Which of the following are available report file formats for export? (Choose three.)
- A. .pdf
- B. .docx
- C. .txt
- D. .xls
- E. .doc
- F. .xlsx
Answer: A,D,E
NEW QUESTION 11
You would like to see the performance metrics for the customer service queue parameters such as service level, the average speed of answer, and average talk time. Which reports provide detailed statistics about multimedia queue activity?
- A. Interaction Details reports
- B. Agent Metrics reports
- C. Queue Metrics reports
- D. Queue Wrap-up reports
Answer: C
NEW QUESTION 12
What is the maximum limit for creating performance dashboards for private users?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
NEW QUESTION 13
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 14
Which of the following report is used to measure the time an agent spent not responding to alerting interactions and idle?
- A. Agent Activity Summary Report
- B. Agent Login-Logout Details Report
- C. Agent Metrics Report
- D. Agent Quality Details Report
Answer: A
NEW QUESTION 15
Reports provide only real-time information.
- A. False
- B. True
Answer: A
NEW QUESTION 16
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 17
How can we monitor the real-time statistics for all queues?
- A. Performance > My Queues Activity
- B. Performance > Queues Activity
- C. Performance > Queues Performance
- D. Performance > Queues
Answer: B
NEW QUESTION 18
Your customizations in the interaction view remain in effect even if you leave and return to the view.
- A. True
- B. False
Answer: A
NEW QUESTION 19
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 20
Which of the following views can help supervisors to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues?
- A. Agents Schedule Detail
- B. Agents Wrap-Up Detail
- C. Agents Wrap-Up Interval Detail
- D. Agents Interactions Detail
Answer: B
NEW QUESTION 21
While Alex monitors the queue reports, Sam deleted an inactive agent from the queue. Will this affect the metrics?
- A. Yes
- B. No
Answer: A
NEW QUESTION 22
What is the metric called for the average amount of time an interaction waits in queue before an agent answers it?
- A. AHT
- B. ASA
- C. ACW
- D. ATT
Answer: B
NEW QUESTION 23
After Call Work for callback interactions is always .
- A. Two
- B. Zero
- C. One
- D. Based on the agent status
Answer: B
NEW QUESTION 24
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