A Review Of Actual GCP-GC-REP Test Question

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

• A. True
• B. False

Answer: B

NEW QUESTION 4
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.

Answer: ABEF

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 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

Answer: A

NEW QUESTION 7
What will happen if too many reports run at the same time?

• A. Reports run successfully
• B. Reports will fail to run
• C. Partial Reports will run

Answer: B

NEW QUESTION 8
While Alex monitors the queue reports, Sam deleted an inactive agent from the queue. Will this affect the metrics?

• A. Yes
• B. No

Answer: A

NEW QUESTION 9
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

Answer: A

NEW QUESTION 10
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

Answer: B

NEW QUESTION 11
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

Answer: C

NEW QUESTION 12
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