GCP-GC-REP Online Practice Questions and Answers

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

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

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

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

A. Yes

B. No

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

How is an Incoming Call represented in reports?

A. Inbound

B. Incoming

C. Offered

D. Calls Received

Reports provide only real-time information.

A. True

B. False

After Call Work for callback interactions is always _______.

A. One

B. Based on the agent status

C. Zero

D. Two

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