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GCP-GC-REP Sample Questions Answers

Questions 4

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?

Options:

A.

Interaction Details reports

B.

Queue Wrap-up reports

C.

Agent Metrics reports

D.

Queue Metrics reports

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Questions 5

Which report calculates a Monthly Service Level?

Options:

A.

Queue Metrics Report

B.

Queue Wrap-up Summary Report

C.

Queue Metrics Summary Report

D.

Queue Metrics Interval Report

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Questions 6

After Call Work for callback interactions is always.

Options:

A.

One

B.

Based on the agent status

C.

Zero

D.

Two

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Questions 7

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

Options:

A.

True

B.

False

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Questions 8

Which of the following statements are true? (Choose three.)

Options:

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.

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Questions 9

Which view displays current metrics and information about the queues if you have a membership?

Options:

A.

Queues Activity

B.

Queues Performance

C.

My Queues Activity

D.

Queues

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Questions 10

What is the metric called for the average amount of time an interaction waits in queue before an agent answers it?

Options:

A.

AHT

B.

ASA

C.

ACW

D.

ATT

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Exam Code: GCP-GC-REP
Exam Name: Genesys Cloud Certified Professional - Reporting and Analytics
Last Update: Jul 13, 2024
Questions: 35
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