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NEW QUESTION 12
Which of the following statements are true? (Choose three.)
- A. A queue report only counts interactions handled by an agent.
- B. Reports can be created and then configured.
- C. Each report contains a pre-defined set of metrics.
- D. An Abandon is an interaction that disconnects before an agent handles it.
- E. An agent-based report counts any interactions an agent worked with.
Answer: B,C,D
NEW QUESTION 13
After Call Work for callback interactions is always .
- A. Two
- B. Zero
- C. Based on the agent status
- D. One
Answer: B
NEW QUESTION 14
What is the metric called for the average amount of time an interaction waits in queue before an agent answers it?
- A. AHT
- B. ATT
- C. ACW
- D. ASA
Answer: D
NEW QUESTION 15
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 16
Which of the following reports are aggregated daily? (Choose two.)
- A. Agent Metrics Report
- B. Agent Login-Logout Details Report
- C. Agent Metrics Export Report
- D. Agent Quality Details Report
Answer: A,B
NEW QUESTION 17
Select the available templates for adding widgets to a performance dashboard. (Choose four.)
- A. Chart
- B. Agent Status
- C. Text
- D. Grid
- E. Metric
- F. Interaction
Answer: A,B,D,E
NEW QUESTION 18
Sam wants to install the reporting app on his iPad for accessing the metrics. Help him by choosing the right one.
- A. Genesys Cloud User
- B. Genesys Cloud Admin
- C. Genesys Cloud Supervisor
- D. Genesys Cloud Reporting
Answer: D
NEW QUESTION 19
Which definition matches the performance view for Dashboard?
- A. It is used to view historical data only.
- B. It is used to monitor real-time contact center metrics.
- C. It is used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
- D. It is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- E. It is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
Answer: E
NEW QUESTION 20
Which view helps the supervisors to determine performance issues with a specific skill in one or more queues?
- A. Agents
- B. Interactions
- C. Queues Activity
- D. Skills Performance
Answer: D
NEW QUESTION 21
Which definition matches the performance and activity views for Queues?
- A. Used to view historical data only.
- 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 metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
- D. Used to monitor real-time contact center metrics.
- E. Used to view real-time and historical metrics, such as service level %, abandon %, customer waiting, and active agents.
Answer: C
NEW QUESTION 22
Select the possible factors which increase the report runtime and failures. (Choose two.)
- A. Run reports during peak hours.
- B. Ask every team member to run and save a copy of the report.
- C. Review and ensure the usage of scheduled reports.
- D. Adjust report parameters so that report includes fewer agents, queues, and interactions.
Answer: A,C
NEW QUESTION 23
Which of the following are available report file formats for export? (Choose three.)
- A. .docx
- B. .pdf
- C. .doc
- D. .xlsx
- E. .txt
- F. .xls
Answer: B,C,F
NEW QUESTION 24
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 25
What is the time interval for tracking metrics in Genesys Cloud?
- A. 20 mins
- B. 30 mins
- C. 10 mins
- D. 40 mins
Answer: B
NEW QUESTION 26
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