Best Quality Genesys GCP-GC-REP Exam Questions TestSimulate Realistic Practice Exams [2021]

Critical Information To Genesys Cloud Certified Professional - Reporting and Analytics Pass the First Time

NEW QUESTION 14
Which definition matches the performance and activity views for Queues?

• A. Used to view real-time and historical metrics, such as service level %, abandon %, customer waiting, and active agents.
• B. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
• C. Used to view historical data only.
• D. Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
• E. Used to monitor real-time contact center metrics.

Answer: D

 

NEW QUESTION 15
Which definition matches the performance view for Dashboard?

• A. It is used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
• B. It is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
• C. It is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
• D. It is used to view historical data only.
• E. It is used to monitor real-time contact center metrics.

Answer: B

 

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. Learn the reason for long or short interactions.
• B. Coach the agent on positive behaviors such as better call control.
• C. Review interactions in which an agent's performance varies significantly from the average.
• D. Focus on numerical results, which tend to encourage desirable results.
• E. Identify opportunities for improvement.
• F. Train the agent to reduce handle time.

Answer: A,B,C,F

 

NEW QUESTION 17
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. CIC Data Dictionary
• B. Contact Center User Manual
• C. Google
• D. Resource Center

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: A

 

NEW QUESTION 19
Which of the following metrics are only related to Inbound interactions handled by a queue? (Choose five.)

• A. Service Level%
• B. ASA
• C. Transfer
• D. Avg Wait
• E. Avg Handler
• F. Hold
• G. Offer
• H. Answer%

Answer: A,B,D,G,H

 

NEW QUESTION 20
What will be the agent's user status in the interaction view when you change an agent's queue status from On Queue to Off Queue?

• A. Available
• B. Break
• C. Busy
• D. Away

Answer: B

 

NEW QUESTION 21
Select the possible factors which increase the report runtime and failures. (Choose two.)

• A. Run reports during peak hours.
• B. Adjust report parameters so that report includes fewer agents, queues, and interactions.
• C. Ask every team member to run and save a copy of the report.
• D. Review and ensure the usage of scheduled reports.

Answer: A,D

 

NEW QUESTION 22
Select the available templates for adding widgets to a performance dashboard. (Choose four.)

• A. Chart
• B. Text
• C. Metric
• D. Interaction
• E. Grid
• F. Agent Status

Answer: A,C,E,F

 

NEW QUESTION 23
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 24
Which view displays current metrics and information about the queues if you have a membership?

• A. Queues Activity
• B. Queues Performance
• C. My Queues Activity
• D. Queues

Answer: A

 

NEW QUESTION 25
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. Queue Metrics reports
• B. Interaction Details reports
• C. Agent Metrics reports
• D. Queue Wrap-up reports

Answer: A

 

NEW QUESTION 26
Which definition matches the performance view for Agents?

• A. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
• B. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
• C. Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
• D. Used to view historical data only.
• E. Used to monitor real-time contact center metrics.

Answer: A

 

NEW QUESTION 27
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 Reporting
• C. Genesys Cloud Supervisor
• D. Genesys Cloud Admin

Answer: B

 

NEW QUESTION 28
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