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GCP-GC-REP Genesys Cloud Certified Professional - Reporting and Analytics Questions and 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 definition matches the performance view for Dashboard?

Options:

A.

It is used to monitor real-time contact center metrics.

B.

It is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.

C.

It is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.

D.

It is used to view historical data only.

E.

It is used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

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Questions 6

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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Questions 7

The system automatically disables reports scheduled for Recurrence: Daily if they were not downloaded for

.

Options:

A.

14 days

B.

90 days

C.

7 days

D.

30 days

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Questions 8

How many days does the report exist after you run it?

Options:

A.

60

B.

70

C.

80

D.

90

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Questions 9

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 10

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?

Options:

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

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Exam Code: GCP-GC-REP
Exam Name: Genesys Cloud Certified Professional - Reporting and Analytics
Last Update: Dec 27, 2024
Questions: 35
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