[Aug-2021] Verified Genesys Exam Dumps with GCP-GC-REP Exam Study Guide
Best Quality Genesys GCP-GC-REP Exam Questions Pass4cram Realistic Practice Exams [2021]
NEW QUESTION 21
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. CIC Data Dictionary
- B. Contact Center User Manual
- C. Google
- D. Resource Center
Answer: D
NEW QUESTION 22
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 Properties
- B. Reports> Report Editor> Report Generation Time> Now
- C. Reports> Report Editor> Report Generation Time> Schedule
- D. Reports> Report Editor> Report Generation Time> Recurrence
Answer: D
NEW QUESTION 23
The system automatically disables reports scheduled for Recurrence: Daily if they were not downloaded for
.
- A. 14 days
- B. 7 days
- C. 90 days
- D. 30 days
Answer: A
NEW QUESTION 24
Rayan, as the supervisor, noticed some issues in the interactions handled by the agents. He exported the Agent Metrics report for detailed statistics to troubleshoot the issue. Identify the areas that would help him in resolving the problems. (Choose four.)
- A. Learn the reason for long or short interactions.
- B. Coach the agent on positive behaviors such as better call control.
- C. Review interactions in which an agent's performance varies significantly from the average.
- D. Focus on numerical results, which tend to encourage desirable results.
- E. Identify opportunities for improvement.
- F. Train the agent to reduce handle time.
Answer: A,B,C,F
NEW QUESTION 25
What will happen if too many reports run at the same time?
- A. Reports run successfully
- B. Partial Reports will run
- C. Reports will fail to run
Answer: C
NEW QUESTION 26
After the report gets deleted, you can download it from the archived list.
- A. False
- B. True
Answer: A
NEW QUESTION 27
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
- A. False
- B. True
Answer: A
NEW QUESTION 28
Which definition matches the performance view for Dashboard?
- A. It is used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
- 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 monitor real-time contact center metrics.
Answer: B
NEW QUESTION 29
What is the metric called for the average amount of time an interaction waits in queue before an agent answers it?
- A. ASA
- B. ATT
- C. AHT
- D. ACW
Answer: A
NEW QUESTION 30
Which of the following metrics are only related to Inbound interactions handled by a queue? (Choose five.)
- A. Service Level%
- B. ASA
- C. Transfer
- D. Avg Wait
- E. Avg Handler
- F. Hold
- G. Offer
- H. Answer%
Answer: A,B,D,G,H
NEW QUESTION 31
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 32
Which view helps the supervisors to determine performance issues with a specific skill in one or more queues?
- A. Skills Performance
- B. Queues Activity
- C. Agents
- D. Interactions
Answer: A
NEW QUESTION 33
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. Queue Metrics reports
- B. Interaction Details reports
- C. Agent Metrics reports
- D. Queue Wrap-up reports
Answer: A
NEW QUESTION 34
While Alex monitors the queue reports, Sam deleted an inactive agent from the queue. Will this affect the metrics?
- A. No
- B. Yes
Answer: B
NEW QUESTION 35
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