Free Genesys Cloud Certified Professional – Reporting and Analytics Exam GCP-GC-REP Exam Practice Test

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?

• Available
• Busy
• Away
• Break

How can we monitor the real-time statistics for all queues?

• Performance > Queues Activity
• Performance > My Queues Activity
• Performance > Queues Performance
• Performance > Queues

Which definition matches the performance view for Agents?

• Used to monitor real-time contact center metrics.
• Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
• Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
• Used to view historical data only.
• Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

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?

• Interaction Details reports
• Queue Wrap-up reports
• Agent Metrics reports
• Queue Metrics reports

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

• AHT
• ASA
• ACW
• ATT

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

• Reports run successfully
• Reports will fail to run
• Partial Reports will run

Which definition matches the performance and activity views for Queues?

• Used to monitor real-time contact center metrics.
• Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
• Used to view real-time and historical metrics, such as service level %, abandon %, customer waiting, and active agents.
• Used to view historical data only.
• Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

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

• 60
• 70
• 80
• 90

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?

• Resource Center
• Google
• Contact Center User Manual
• CIC Data Dictionary

Which of the following metrics are only related to Inbound interactions handled by a queue? (Choose five.)

• Offer
• Answer%
• Service Level%
• ASA
• Avg Handler
• Avg Wait
• Hold
• Transfer