Genesys GCP-GC-REP Exam Questions Instant Access

Question 1

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?

AResource Center

BGoogle

CContact Center User Manual

DCIC Data Dictionary

Answer : A

Question 2

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.)

AReview interactions in which an agent's performance varies significantly from the average.

BLearn the reason for long or short interactions.

CFocus on numerical results, which tend to encourage desirable results.

DIdentify opportunities for improvement.

ECoach the agent on positive behaviors such as better call control.

FTrain the agent to reduce handle time.

Answer : A, B, E, F

Question 3

Which of the following metrics are only related to Inbound interactions handled by a queue? (Choose five.)

AOffer

BAnswer%

CService Level%

DASA

EAvg Handler

FAvg Wait

GHold

HTransfer

Answer : A, B, C, D, F

Question 4

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 : A, B, F

Question 5

What is the maximum limit for creating performance dashboards for private users?

A10

B15

C20

D25

Answer : C

Question 6

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?

AAvailable

BBusy

CAway

DBreak

Answer : D

Question 7

Which definition matches the performance view for Agents?

AUsed to monitor real-time contact center metrics.

BUsed to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.

CUsed to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.

DUsed to view historical data only.

EUsed to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

Answer : C

Genesys Cloud Certified Professional - Reporting and Analytics GCP-GC-REP Exam Questions