Genesys GCP-GC-REP Online Practice Questions and Exam Preparation

Genesys GCP-GC-REP Online Questions & Answers

• Question 1:

  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.
  B. Run reports during peak hours.
  C. Review and ensure the usage of scheduled reports.

• Question 2:

  How can we monitor the real-time statistics for all queues?

  A. Performance > Queues Activity
  B. Performance > My Queues Activity
  C. Performance > Queues Performance
  D. Performance > Queues
  A. Performance > Queues Activity

• Question 3:

  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.
  A. Review interactions in which an agent's performance varies significantly from the average.
  B. Learn the reason for long or short interactions.
  E. Coach the agent on positive behaviors such as better call control.
  F. Train the agent to reduce handle time.

• Question 4:

  Which of the following reports are aggregated daily? (Choose two.)

  A. Agent Metrics Export Report
  B. Agent Metrics Report
  C. Agent Login-Logout Details Report
  D. Agent Quality Details Report
  B. Agent Metrics Report
  C. Agent Login-Logout Details Report

• Question 5:

  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.
  B. It is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.

• Question 6:

  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
  A. Offer
  B. Answer%
  C. Service Level%
  D. ASA
  F. Avg Wait

• Question 7:

  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
  A. .doc
  B. .xls
  F. .pdf

• Question 8:

  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
  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

• Question 9:

  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
  B. ASA

• Question 10:

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

  A. True
  B. False
  B. False