Genesys GCP-GC-REP Free Practice Questions

NEW QUESTION 1
Which definition matches the performance view for Dashboard?

• A. It is used to monitor real-time contact center metrics.
• 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 view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

Answer: B

NEW QUESTION 2
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

Answer: ABCDF

NEW QUESTION 3
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.

Answer: BDE

NEW QUESTION 4
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 5
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

Answer: D

NEW QUESTION 6
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

Answer: A

NEW QUESTION 7
Jose created and saved an agent report. He did not configure some of the options, and the current status of this report is Disabled. How can he enable this report?

• A. Reports> Report Editor> Report Generation Time> Schedule
• B. Reports> Report Editor> Report Generation Time> Now
• C. Reports> Report Editor> Report Generation Time> Schedule Properties
• D. Reports> Report Editor> Report Generation Time> Recurrence

Answer: D

NEW QUESTION 8
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 9
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

• A. True
• B. False

Answer: B

NEW QUESTION 10
What is the metric called for the average amount of time an interaction waits in queue before an agent answers it?

• A. AHT
• B. ASA
• C. ACW
• D. ATT

Answer: B

NEW QUESTION 11
How is an Incoming Call represented in reports?

• A. Inbound
• B. Incoming
• C. Offered
• D. Calls Received

Answer: A

NEW QUESTION 12
......