The Secret Of Genesys GCP-GC-REP Free Exam

NEW QUESTION 1
What will be the agent’s user status in the interaction view when you change an agent’s queue status from On Queue to Off Queue?

• A. Available
• B. Busy
• C. Away
• D. Break

Answer: D

NEW QUESTION 2
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

Answer: C

NEW QUESTION 3
Which report calculates a Monthly Service Level?

• A. Queue Metrics Report
• B. Queue Wrap-up Summary Report
• C. Queue Metrics Summary Report
• D. Queue Metrics Interval Report

Answer: C

NEW QUESTION 4
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. Review interactions in which an agent’s performance varies significantly from the average.
• B. Learn the reason for long or short interactions.
• C. Focus on numerical results, which tend to encourage desirable results.
• D. Identify opportunities for improvement.
• E. Coach the agent on positive behaviors such as better call control.
• F. Train the agent to reduce handle time.

Answer: ABEF

NEW QUESTION 5
Reports provide only real-time information.

• A. True
• B. False

Answer: B

NEW QUESTION 6
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

Answer: B

NEW QUESTION 7
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 8
Select the possible factors which increase the report runtime and failures. (Choose two.)

• A. Adjust report parameters so that report includes fewer agents, queues, and interactions.
• B. Run reports during peak hours.
• C. Review and ensure the usage of scheduled reports.
• D. Ask every team member to run and save a copy of the report.

Answer: BC

NEW QUESTION 9
Which of the following are available report file formats for export? (Choose three.)

• A. .doc
• B. .xls
• C. .txt
• D. .docx
• E. .xlsx
• F. .pdf

Answer: ABF

NEW QUESTION 10
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 11
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 12
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