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Genesys GCP-GC-REP - Questions & Answers

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Question 1
Single choice

Which definition matches the performance view for Agents?

A.

Used to monitor real-time contact center metrics.

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 real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.

D.

Used to view historical data only.

E.

Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

Question 2
Single choice

Which of the following report is used to measure the time an agent spent not responding to alerting interactions and idle?

A.

Agent Metrics Report

B.

Agent Activity Summary Report

C.

Agent Login-Logout Details Report

D.

Agent Quality Details Report

Question 3
Single choice

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

Question 4
Single choice

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.

Busy

C.

Away

D.

Break

Question 5
Single choice

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 User

C.

Genesys Cloud Reporting

D.

Genesys Cloud Supervisor

Question 6
Single choice

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.

Google

C.

Contact Center User Manual

D.

CIC Data Dictionary

Question 7
Multiple choice

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

A.

Offer

B.

Answer%

C.

Service Level%

D.

ASA

E.

Avg Handler

F.

Avg Wait

G.

Hold

H.

Transfer

Question 8
Single choice

What is the time interval for tracking metrics in Genesys Cloud?

A.

20 mins

B.

30 mins

C.

40 mins

D.

10 mins

Question 9
Multiple choice

Which of the following statements are true? (Choose three.)

A.

A queue report only counts interactions handled by an agent.

B.

An Abandon is an interaction that disconnects before an agent handles it.

C.

An agent-based report counts any interactions an agent worked with.

D.

Each report contains a pre-defined set of metrics.

E.

Reports can be created and then configured.

Question 10
Single choice

What will happen if too many reports run at the same time?

A.

Reports run successfully

B.

Reports will fail to run

C.

Partial Reports will run

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