Master 2021 Latest The Questions Genesys Certified Professional and Pass GCP-GC-REP Real Exam!
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NEW QUESTION 11
Which view displays current metrics and information about the queues if you have a membership?
- A. Queues Activity
- B. Queues Performance
- C. My Queues Activity
- D. Queues
Answer: A
NEW QUESTION 12
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. Learn the reason for long or short interactions.
- B. Coach the agent on positive behaviors such as better call control.
- C. Review interactions in which an agent's performance varies significantly from the average.
- D. Focus on numerical results, which tend to encourage desirable results.
- E. Identify opportunities for improvement.
- F. Train the agent to reduce handle time.
Answer: A,B,C,F
NEW QUESTION 13
Reports provide only real-time information.
- A. False
- B. True
Answer: A
NEW QUESTION 14
Which definition matches the performance view for Agents?
- A. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- 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 metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
- D. Used to view historical data only.
- E. Used to monitor real-time contact center metrics.
Answer: A
NEW QUESTION 15
What will happen if too many reports run at the same time?
- A. Reports run successfully
- B. Partial Reports will run
- C. Reports will fail to run
Answer: C
NEW QUESTION 16
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 Properties
- B. Reports> Report Editor> Report Generation Time> Now
- C. Reports> Report Editor> Report Generation Time> Schedule
- D. Reports> Report Editor> Report Generation Time> Recurrence
Answer: D
NEW QUESTION 17
What is the time interval for tracking metrics in Genesys Cloud?
- A. 10 mins
- B. 40 mins
- C. 20 mins
- D. 30 mins
Answer: D
NEW QUESTION 18
Which of the following statements are true? (Choose three.)
- A. An agent-based report counts any interactions an agent worked with.
- B. A queue report only counts interactions handled by an agent.
- C. An Abandon is an interaction that disconnects before an agent handles it.
- D. Each report contains a pre-defined set of metrics.
- E. Reports can be created and then configured.
Answer: C,D,E
NEW QUESTION 19
Select the available templates for adding widgets to a performance dashboard. (Choose four.)
- A. Chart
- B. Text
- C. Metric
- D. Interaction
- E. Grid
- F. Agent Status
Answer: A,C,E,F
NEW QUESTION 20
How is an Incoming Call represented in reports?
- A. Offered
- B. Calls Received
- C. Inbound
- D. Incoming
Answer: C
NEW QUESTION 21
Sam wants to install the reporting app on his iPad for accessing the metrics. Help him by choosing the right one.
- A. Genesys Cloud User
- B. Genesys Cloud Reporting
- C. Genesys Cloud Supervisor
- D. Genesys Cloud Admin
Answer: B
NEW QUESTION 22
Select the possible factors which increase the report runtime and failures. (Choose two.)
- A. Run reports during peak hours.
- B. Adjust report parameters so that report includes fewer agents, queues, and interactions.
- C. Ask every team member to run and save a copy of the report.
- D. Review and ensure the usage of scheduled reports.
Answer: A,D
NEW QUESTION 23
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. CIC Data Dictionary
- B. Contact Center User Manual
- C. Google
- D. Resource Center
Answer: D
NEW QUESTION 24
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
Answer: C
NEW QUESTION 25
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