GCP-GC-REP Online Practice Questions and Answers

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.

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

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

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

User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

A. True

B. False

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. Queue Wrap-up reports

C. Agent Metrics reports

D. Queue Metrics reports

What is the maximum limit for creating performance dashboards for private users?

A. 10

B. 15

C. 20

D. 25

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 Wrap-Up Interval Detail

B. Agents Schedule Detail

C. Agents Wrap-Up Detail

D. Agents Interactions Detail

Which of the following reports are aggregated daily? (Choose two.)

A. Agent Metrics Export Report

B. Agent Metrics Report

C. Agent Login-Logout Details Report

D. Agent Quality Details Report

Your customizations in the interaction view remain in effect even if you leave and return to the view.

A. True

B. False