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

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Questions # 1:

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?

Options:

Interaction Details reports

Queue Wrap-up reports

Agent Metrics reports

Queue Metrics reports

Answer

Explanation

[Reference: https://help.mypurecloud.com/articles/queue-metrics-interval-report/, ]

Questions # 2:

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

Options:

Offer

Answer%

Service Level%

ASA

Avg Handler

Avg Wait

Hold

Answer

A, B, C, D, F

Explanation

[Reference: https://developer.genesys.cloud/forum/t/asa-calculation-queues-report/4940, ]

Questions # 3:

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

Options:

True

False

Answer

Explanation

[Reference: https://help.mypurecloud.com/articles/user-status-detail-report/, ]

Questions # 4:

How is an Incoming Call represented in reports?

Options:

Inbound

Incoming

Offered

Calls Received

Answer

Explanation

[Reference: https://help.genesys.com/pureconnect/mergedprojects/wh_rh/desktop/ account_code_call_detail_by_date_report.htm, ]

Questions # 5:

Which definition matches the performance view for Dashboard?

Options:

It is used to monitor real-time contact center metrics.

It is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.

It is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.

It is used to view historical data only.

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

Answer

Questions # 6:

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?

Options:

Available

Busy

Away

Break

Answer

Explanation

[Reference: https://help.mypurecloud.com/articles/onqueue-offqueue/, ]

Questions # 7:

How is Service Level calculated by default?

Options:

(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

(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

(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

(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

Answer

Explanation

[Reference: https://help.mypurecloud.com/articles/configure-the-service-level-calculation/, ]

Questions # 8:

Your customizations in the interaction view remain in effect even if you leave and return to the view.

Options:

True

False

Answer

Explanation

[Reference: https://help.mypurecloud.com/articles/queues-interactions-detail-view/, ]

Questions # 9:

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

Options:

Reports run successfully

Reports will fail to run

Partial Reports will run

Answer

Explanation

[Reference: https://help.mypurecloud.com/articles/troubleshoot-reports/, ]

Questions # 10:

Which definition matches the performance and activity views for Queues?

Options:

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.

Answer

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