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

• Question 11:

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

  A. 10

  B. 15

  C. 20

  D. 25

  Correct Answer: C

  Reference: https://help.mypurecloud.com/articles/performance-dashboards-overview/

• Question 12:

  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

  Correct Answer: A

  Reference: https://help.mypurecloud.com/articles/queues-activity-summary-view/

• Question 13:

  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.

  Correct Answer: ABEF

• Question 14:

  After Call Work for callback interactions is always _______.

  A. One

  B. Based on the agent status

  C. Zero

  D. Two

  Correct Answer: C

  Reference: https://help.mypurecloud.com/articles/call-work-acw/

• Question 15:

  Which view helps the supervisors to determine performance issues with a specific skill in one or more queues?

  A. Agents

  B. Queues Activity

  C. Skills Performance

  D. Interactions

  Correct Answer: C

  Reference: https://help.mypurecloud.com/articles/skills-performance-view/

• Question 16:

  Reports provide only real-time information.

  A. True

  B. False

  Correct Answer: B

  Reference: https://docs.genesys.com/Documentation/PSAAS/latest/EMG/Reporting

• Question 17:

  How is an Incoming Call represented in reports?

  A. Inbound

  B. Incoming

  C. Offered

  D. Calls Received

  Correct Answer: A

  Reference: https://help.genesys.com/pureconnect/mergedprojects/wh_rh/desktop/ account_code_call_detail_by_date_report.htm

• Question 18:

  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. Interaction Details reports

  B. Queue Wrap-up reports

  C. Agent Metrics reports

  D. Queue Metrics reports

  Correct Answer: D

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

• Question 19:

  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

  B. Reports> Report Editor> Report Generation Time> Now

  C. Reports> Report Editor> Report Generation Time> Schedule Properties

  D. Reports> Report Editor> Report Generation Time> Recurrence

  Correct Answer: D

  Reference: https://help.mypurecloud.com/articles/configure-a-report/

• Question 20:

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

  A. True

  B. False

  Correct Answer: B

  Reference: https://help.mypurecloud.com/articles/user-status-detail-report/