Genesys Cloud Certified Professional - Reporting and Analytics (GCP-GC-REP) Free Practice Test

Question 1

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 abandoned 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 offered 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

Correct Answer: A

Question 2

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?

A. Busy

B. Available

C. Break

D. Away

Correct Answer: C

Question 3

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?

A. Resource Center

B. Contact Center User Manual

C. CIC Data Dictionary

D. Google

Correct Answer: A

Question 4

Which of the following views can help supervisors to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues?

A. Agents Schedule Detail

B. Agents Wrap-Up Interval Detail

C. Agents Wrap-Up Detail

D. Agents Interactions Detail

Correct Answer: C

Welcome to TestSimulate

Genesys Cloud Certified Professional - Reporting and Analytics (GCP-GC-REP) Free Practice Test