Online Access Free Genesys.GCP-GC-REP.v2022-05-17.q12 Practice Test (Page 3)

GCP-GC-REP Exam Question 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?

A.Busy

B.Away

C.Available

D.Break

GCP-GC-REP Exam Question 7

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 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 offered interactions) + (Calculation Option Switch Setting (s)))*100

GCP-GC-REP Exam Question 8

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.Identify opportunities for improvement.

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

C.Train the agent to reduce handle time.

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

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

F.Learn the reason for long or short interactions.

GCP-GC-REP Exam Question 9

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.Google

C.CIC Data Dictionary

D.Contact Center User Manual

GCP-GC-REP Exam Question 10

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

A.False

B.True

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GCP-GC-REP Exam Question 6

GCP-GC-REP Exam Question 7

GCP-GC-REP Exam Question 8

GCP-GC-REP Exam Question 9

GCP-GC-REP Exam Question 10

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