2022 GCP-GC-REP exam torrent GCP-GC-REP Study Guide
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NEW QUESTION 18
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 Schedule Detail
- B. Agents Wrap-Up Detail
- C. Agents Wrap-Up Interval Detail
- D. Agents Interactions Detail
Answer: B
NEW QUESTION 19
Which view displays current metrics and information about the queues if you have a membership?
- A. Queues Performance
- B. Queues Activity
- C. Queues
- D. My Queues Activity
Answer: B
NEW QUESTION 20
After Call Work for callback interactions is always .
- A. Two
- B. Zero
- C. One
- D. Based on the agent status
Answer: B
NEW QUESTION 21
Which of the following are available report file formats for export? (Choose three.)
- A. .pdf
- B. .docx
- C. .txt
- D. .xls
- E. .doc
- F. .xlsx
Answer: A,D,E
NEW QUESTION 22
Which of the following reports are aggregated daily? (Choose two.)
- A. Agent Metrics Report
- B. Agent Login-Logout Details Report
- C. Agent Metrics Export Report
- D. Agent Quality Details Report
Answer: A,B
NEW QUESTION 23
While Alex monitors the queue reports, Sam deleted an inactive agent from the queue. Will this affect the metrics?
- A. Yes
- B. No
Answer: A
NEW QUESTION 24
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
- A. False
- B. True
Answer: A
NEW QUESTION 25
Which of the following statements are true? (Choose three.)
- A. Reports can be created and then configured.
- B. An agent-based report counts any interactions an agent worked with.
- C. A queue report only counts interactions handled by an agent.
- D. Each report contains a pre-defined set of metrics.
- E. An Abandon is an interaction that disconnects before an agent handles it.
Answer: A,D,E
NEW QUESTION 26
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 27
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 28
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. CIC Data Dictionary
- C. Google
- D. Contact Center User Manual
Answer: A
NEW QUESTION 29
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
Answer: D
NEW QUESTION 30
What will happen if too many reports run at the same time?
- A. Reports will fail to run
- B. Reports run successfully
- C. Partial Reports will run
Answer: A
NEW QUESTION 31
How can we monitor the real-time statistics for all queues?
- A. Performance > My Queues Activity
- B. Performance > Queues Activity
- C. Performance > Queues Performance
- D. Performance > Queues
Answer: B
NEW QUESTION 32
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