File Info
| Exam | Genesys Cloud Certified Professional - Reporting and Analytics |
| Number | GCP-GC-REP |
| File Name | Genesys.GCP-GC-REP.VCEplus.2021-06-16.35q.vcex |
| Size | 21 KB |
| Posted | Jun 16, 2021 |
| Download | Genesys.GCP-GC-REP.VCEplus.2021-06-16.35q.vcex |
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Demo Questions
Question 1
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.
Correct answer: C
Question 2
Which of the following report is used to measure the time an agent spent not responding to alerting interactions and idle?
- Agent Metrics Report
- Agent Activity Summary Report
- Agent Login-Logout Details Report
- Agent Quality Details Report
Correct answer: B
Explanation:
Reference: https://help.mypurecloud.com/articles/agent-activity-summary-report/ Reference: https://help.mypurecloud.com/articles/agent-activity-summary-report/
Question 3
Which view displays current metrics and information about the queues if you have a membership?
- Queues Activity
- Queues Performance
- My Queues Activity
- Queues
Correct answer: A
Explanation:
Reference: https://help.mypurecloud.com/articles/my-queues-activity-view/ Reference: https://help.mypurecloud.com/articles/my-queues-activity-view/
Question 4
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
Correct answer: D
Explanation:
Reference: https://help.mypurecloud.com/articles/onqueue-offqueue/ Reference: https://help.mypurecloud.com/articles/onqueue-offqueue/
Question 5
Sam wants to install the reporting app on his iPad for accessing the metrics. Help him by choosing the right one.
- Genesys Cloud Admin
- Genesys Cloud User
- Genesys Cloud Reporting
- Genesys Cloud Supervisor
Correct answer: C
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?
- Resource Center
- Google
- Contact Center User Manual
- CIC Data Dictionary
Correct answer: A
Question 7
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
Correct answer: ABCDF
Explanation:
Reference: https://developer.genesys.cloud/forum/t/asa-calculation-queues-report/4940 Reference: https://developer.genesys.cloud/forum/t/asa-calculation-queues-report/4940
Question 8
What is the time interval for tracking metrics in Genesys Cloud?
- 20 mins
- 30 mins
- 40 mins
- 10 mins
Correct answer: B
Explanation:
Reference: https://developer.genesys.cloud/api/rest/v2/analytics/metrics Reference: https://developer.genesys.cloud/api/rest/v2/analytics/metrics
Question 9
Which of the following statements are true? (Choose three.)
- A queue report only counts interactions handled by an agent.
- An Abandon is an interaction that disconnects before an agent handles it.
- An agent-based report counts any interactions an agent worked with.
- Each report contains a pre-defined set of metrics.
- Reports can be created and then configured.
Correct answer: BDE
Explanation:
Question 10
What will happen if too many reports run at the same time?
- Reports run successfully
- Reports will fail to run
- Partial Reports will run
Correct answer: B
Explanation:
Reference: https://help.mypurecloud.com/articles/troubleshoot-reports/ Reference: https://help.mypurecloud.com/articles/troubleshoot-reports/
