GCP-GC-REP Online Practice Questions and Answers

Which of the following report is used to measure the time an agent spent not responding to alerting interactions and idle?

A. Agent Metrics Report

B. Agent Activity Summary Report

C. Agent Login-Logout Details Report

D. Agent Quality Details Report

What will be the agent's user status in the interaction view when you change an agent's queue status from On Queue to Off Queue?

A. Available

B. Busy

C. Away

D. Break

Sam wants to install the reporting app on his iPad for accessing the metrics. Help him by choosing the right one.

A. Genesys Cloud Admin

B. Genesys Cloud User

C. Genesys Cloud Reporting

D. Genesys Cloud Supervisor

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

A. Yes

B. No

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

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

A. True

B. False

How is an Incoming Call represented in reports?

A. Inbound

B. Incoming

C. Offered

D. Calls Received

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

Reports provide only real-time information.

A. True

B. False

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

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.

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

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

A. True

B. False

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

A. True

B. False

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.