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

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Total 35 questions
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Genesys Cloud Certified Professional - Reporting and Analytics Questions and Answers

Question 1

After the report gets deleted, you can download it from the archived list.

Options:

A.

True

B.

False

Question 2

Which view helps the supervisors to determine performance issues with a specific skill in one or more queues?

Options:

A.

Agents

B.

Queues Activity

C.

Skills Performance

D.

Interactions

Question 3

After Call Work for callback interactions is always.

Options:

A.

One

B.

Based on the agent status

C.

Zero

D.

Two

Question 4

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

Options:

A.

Agent Status

B.

Grid

C.

Text

D.

Metric

E.

Interaction

F.

Chart

Question 5

How is Service Level calculated by default?

Options:

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

Question 6

Reports provide only real-time information.

Options:

A.

True

B.

False

Question 7

What is the maximum limit for creating performance dashboards for private users?

Options:

A.

10

B.

15

C.

20

D.

25

Question 8

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

Options:

A.

Reports run successfully

B.

Reports will fail to run

C.

Partial Reports will run

Question 9

Which definition matches the performance and activity views for Queues?

Options:

A.

Used to monitor real-time contact center metrics.

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 real-time and historical metrics, such as service level %, abandon %, customer waiting, and active agents.

D.

Used to view historical data only.

E.

Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

Question 10

How is an Incoming Call represented in reports?

Options:

A.

Inbound

B.

Incoming

C.

Offered

D.

Calls Received

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Total 35 questions
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