genesys gcp-gc-rep practice test

Select the available templates for adding widgets to a performance dashboard. (Choose four.)

• A. Agent Status
• B. Grid
• C. Text
• D. Metric
• E. Interaction
• F. Chart

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

• A. Yes
• B. No

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

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

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

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

• A. True
• B. False

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?

• 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

How is an Incoming Call represented in reports?

• A. Inbound
• B. Incoming
• C. Offered
• D. Calls Received

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

Reports provide only real-time information.

• A. True
• B. False