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GCP-GC-REP Genesys Cloud Certified Professional - Reporting and Analytics Question and Answers

Question # 4

Which of the following are available report file formats for export? (Choose three.)

A.

.doc

B.

.xls

C.

.txt

D.

.docx

E.

.xlsx

F.

.pdf

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Question # 5

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

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Question # 6

Which report calculates a Monthly Service Level?

A.

Queue Metrics Report

B.

Queue Wrap-up Summary Report

C.

Queue Metrics Summary Report

D.

Queue Metrics Interval Report

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Question # 7

Rayan, as the supervisor, noticed some issues in the interactions handled by the agents. He exported the Agent Metrics report for detailed statistics to troubleshoot the issue. Identify the areas that would help him in resolving the problems. (Choose four.)

A.

Review interactions in which an agent’s performance varies significantly from the average.

B.

Learn the reason for long or short interactions.

C.

Focus on numerical results, which tend to encourage desirable results.

D.

Identify opportunities for improvement.

E.

Coach the agent on positive behaviors such as better call control.

F.

Train the agent to reduce handle time.

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Question # 8

Select the possible factors which increase the report runtime and failures. (Choose two.)

A.

Adjust report parameters so that report includes fewer agents, queues, and interactions.

B.

Run reports during peak hours.

C.

Review and ensure the usage of scheduled reports.

D.

Ask every team member to run and save a copy of the report.

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Question # 9

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

A.

Yes

B.

No

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Question # 10

What is the time interval for tracking metrics in Genesys Cloud?

A.

20 mins

B.

30 mins

C.

40 mins

D.

10 mins

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