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Genesys GCP-GCX Exam Dumps

Vendor: Genesys
Exam Code: GCP-GCX
Exam Name: Genesys Cloud CX Certified Professional - Consolidated
Certification: Genesys Cloud CX
Total Questions: 110 Q&A
Updated on:
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GCP-GCX Online Practice Questions and Answers

Questions 1

The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.

A. True

B. False

Show Answer

Correct Answer: A

Explanation: The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports is a true statement. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. A queue report can help you measure and improve various aspects of your queue, such as: Service level Abandon rate Average speed of answer Average handle time Interaction volume An agent report is a report that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. An agent report can help you measure and improve various aspects of your agent, such as: Availability Productivity Quality Conduct Satisfaction The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports because: A queue report only counts interactions that spent time in the queue, but an agent- based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as: An active agent is an agent who has logged in to Genesys Cloud CX and is available to handle interactions. An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An active agent appears on/affects agent reports because they contribute to various metrics and details related to agent performance and activities, such as: References: https://help.mypurecloud.com/articles/reports-overview/ https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by- design/ https://help.mypurecloud.com/articles/agent-status-overview/

Questions 2

Which of the following statements is NOT true regarding Management Units?

A. Agents that handle the same set of interactions should belong to the same management unit.

B. Management Units partition agents and interactions into logical groups.

C. A maximum of 100 agents can be added to a single Management Unit.

D. They help you create, manage, and view schedules for a group.

Show Answer

Questions 3

What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

A. 80 calls must be answered every 20 seconds.

B. 80% of calls must be answered within 20 seconds.

C. 80% of agents must answer calls within 20 seconds.

D. 20 chats and calls must be answered in 80 seconds.

Show Answer More Questions

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