Genesys GCP-GC GCP-GC-REP Questions & Answers

• Question 1:

  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

  Correct Answer: ABF

  Reference: https://help.genesys.com/pureconnect/mergedprojects/wh_id/desktop/ hid_report_export_file.htm

• Question 2:

  Which definition matches the performance and activity views for Queues?

  A. Used to monitor real-time contact center metrics.

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

  C. Used to view real-time and historical metrics, such as service level %, abandon %, customer waiting, and active agents.

  D. Used to view historical data only.

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

  Correct Answer: E

• Question 3:

  How many days does the report exist after you run it?

  A. 60

  B. 70

  C. 80

  D. 90

  Correct Answer: A

• Question 4:

  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.

  Correct Answer: B

• Question 5:

  After the report gets deleted, you can download it from the archived list.

  A. True

  B. False

  Correct Answer: B

• Question 6:

  Your customizations in the interaction view remain in effect even if you leave and return to the view.

  A. True

  B. False

  Correct Answer: A

  Reference: https://help.mypurecloud.com/articles/queues-interactions-detail-view/

• Question 7:

  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

  Correct Answer: C

  Reference: https://help.mypurecloud.com/articles/queue-metrics-summary-report/

• 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.

  Correct Answer: BC

• Question 9:

  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

  Correct Answer: BC

• Question 10:

  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 Wrap-Up Interval Detail

  B. Agents Schedule Detail

  C. Agents Wrap-Up Detail

  D. Agents Interactions Detail

  Correct Answer: C

  Reference: https://help.mypurecloud.com/articles/agents-wrap-up-detail-view/