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

• Question 21:

  The system automatically disables reports scheduled for Recurrence: Daily if they were not downloaded for _________.

  A. 14 days

  B. 90 days

  C. 7 days

  D. 30 days

  Correct Answer: A

  Reference: https://help.mypurecloud.com/articles/troubleshoot-reports/

• Question 22:

  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

  Correct Answer: C

  Reference: https://help.mypurecloud.com/articles/configure-the-service-level-calculation/

• Question 23:

  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

  Correct Answer: B

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

• Question 24:

  While Alex monitors the queue reports, Sam deleted an inactive agent from the queue. Will this affect the metrics?

  A. Yes

  B. No

  Correct Answer: A

  Reference: https://help.mypurecloud.com/faqs/how-do-active-inactive-and-deleted-users-affect-reportsand-performance-views/

• Question 25:

  What will happen if too many reports run at the same time?

  A. Reports run successfully

  B. Reports will fail to run

  C. Partial Reports will run

  Correct Answer: B

  Reference: https://help.mypurecloud.com/articles/troubleshoot-reports/

• Question 26:

  Select the available templates for adding widgets to a performance dashboard. (Choose four.)

  A. Agent Status

  B. Grid

  C. Text

  D. Metric

  E. Interaction

  F. Chart

  Correct Answer: ABDF

  Reference: https://help.mypurecloud.com/articles/add-and-edit-performance-dashboards/

• Question 27:

  What is the time interval for tracking metrics in Genesys Cloud?

  A. 20 mins

  B. 30 mins

  C. 40 mins

  D. 10 mins

  Correct Answer: B

  Reference: https://developer.genesys.cloud/api/rest/v2/analytics/metrics

• Question 28:

  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.

  Correct Answer: BDE

• Question 29:

  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

  Correct Answer: ABCDF

  Reference: https://developer.genesys.cloud/forum/t/asa-calculation-queues-report/4940

• Question 30:

  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?

  A. Resource Center

  B. Google

  C. Contact Center User Manual

  D. CIC Data Dictionary

  Correct Answer: A