GCP-GC-REP Online Practice Questions and Answers

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

A. 20 mins

B. 30 mins

C. 40 mins

D. 10 mins

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.

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

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

A. True

B. False

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

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.

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

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

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

Which of the following are available report file formats for export? (Choose three.)

A. .doc

B. .xls

C. .txt

D. .docx

E. .xlsx

F. .pdf