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GCP-GC-REP exam torrent Genesys study guide
NEW QUESTION 14
Which definition matches the performance view for Dashboard?
- A. It is used to view historical data only.
- B. It is used to monitor real-time contact center metrics.
- C. It is used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
- D. It is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- E. It is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
Answer: E
NEW QUESTION 15
What is the maximum limit for creating performance dashboards for private users?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
NEW QUESTION 16
After the report gets deleted, you can download it from the archived list.
- A. True
- B. False
Answer: B
NEW QUESTION 17
Sam wants to install the reporting app on his iPad for accessing the metrics. Help him by choosing the right one.
- A. Genesys Cloud User
- B. Genesys Cloud Admin
- C. Genesys Cloud Supervisor
- D. Genesys Cloud Reporting
Answer: D
NEW QUESTION 18
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 abandoned 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 offered interactions) + (Calculation Option Switch Setting (s)))*100
Answer: C
NEW QUESTION 19
Which of the following metrics are only related to Inbound interactions handled by a queue? (Choose five.)
- A. Avg Handler
- B. Service Level%
- C. Transfer
- D. Offer
- E. Hold
- F. Avg Wait
- G. Answer%
- H. ASA
Answer: B,D,F,G,H
NEW QUESTION 20
Which of the following are available report file formats for export? (Choose three.)
- A. .docx
- B. .pdf
- C. .doc
- D. .xlsx
- E. .txt
- F. .xls
Answer: B,C,F
NEW QUESTION 21
How can we monitor the real-time statistics for all queues?
- A. Performance > Queues Performance
- B. Performance > Queues
- C. Performance > Queues Activity
- D. Performance > My Queues Activity
Answer: C
NEW QUESTION 22
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. Review interactions in which an agent's performance varies significantly from the average.
- B. Identify opportunities for improvement.
- C. Coach the agent on positive behaviors such as better call control.
- D. Train the agent to reduce handle time.
- E. Focus on numerical results, which tend to encourage desirable results.
- F. Learn the reason for long or short interactions.
Answer: A,C,D,F
NEW QUESTION 23
After Call Work for callback interactions is always .
- A. Two
- B. Zero
- C. Based on the agent status
- D. One
Answer: B
NEW QUESTION 24
What is the time interval for tracking metrics in Genesys Cloud?
- A. 20 mins
- B. 30 mins
- C. 10 mins
- D. 40 mins
Answer: B
NEW QUESTION 25
What is the metric called for the average amount of time an interaction waits in queue before an agent answers it?
- A. AHT
- B. ATT
- C. ACW
- D. ASA
Answer: D
NEW QUESTION 26
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. Contact Center User Manual
- D. Google
Answer: A
NEW QUESTION 27
Select the possible factors which increase the report runtime and failures. (Choose two.)
- A. Run reports during peak hours.
- B. Ask every team member to run and save a copy of the report.
- C. Review and ensure the usage of scheduled reports.
- D. Adjust report parameters so that report includes fewer agents, queues, and interactions.
Answer: A,C
NEW QUESTION 28
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