Pass4sure offers free demo for GCP-GC-REP exam. "Genesys Cloud Certified Professional - Reporting and Analytics", also known as GCP-GC-REP exam, is a Genesys Certification. This set of posts, Passing the Genesys GCP-GC-REP exam, will help you answer those questions. The GCP-GC-REP Questions & Answers covers all the knowledge points of the real exam. 100% real Genesys GCP-GC-REP exams and revised by experts!

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NEW QUESTION 1
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

Answer: D

NEW QUESTION 2
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

Answer: C

NEW QUESTION 3
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

Answer: BC

NEW QUESTION 4
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 5
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.

Answer: E

NEW QUESTION 6
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

Answer: D

NEW QUESTION 7
Which definition matches the performance view for Agents?

  • 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 %, customers 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.

Answer: C

NEW QUESTION 8
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

Answer: B

NEW QUESTION 9
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

Answer: ABCDF

NEW QUESTION 10
Which view helps the supervisors to determine performance issues with a specific skill in one or more queues?

  • A. Agents
  • B. Queues Activity
  • C. Skills Performance
  • D. Interactions

Answer: C

NEW QUESTION 11
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

Answer: ABF

NEW QUESTION 12
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