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NEW QUESTION 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?

  • A. Interaction Details reports
  • B. Queue Wrap-up reports
  • C. Agent Metrics reports
  • D. Queue Metrics reports

Answer: D

NEW QUESTION 2
Select the available templates for adding widgets to a performance dashboard. (Choose four.)

  • A. Agent Status
  • B. Grid
  • C. Text
  • D. Metric
  • E. Interaction
  • F. Chart

Answer: ABDF

NEW QUESTION 3
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

Answer: ABF

NEW QUESTION 4
What will happen if too many reports run at the same time?

  • A. Reports run successfully
  • B. Reports will fail to run
  • C. Partial Reports will run

Answer: B

NEW QUESTION 5
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. Contact Center User Manual
  • D. CIC Data Dictionary

Answer: A

NEW QUESTION 6
Which of the following statements are true? (Choose three.)

  • A. A queue report only counts interactions handled by an agent.
  • B. An Abandon is an interaction that disconnects before an agent handles it.
  • C. An agent-based report counts any interactions an agent worked with.
  • D. Each report contains a pre-defined set of metrics.
  • E. Reports can be created and then configured.

Answer: BDE

NEW QUESTION 7
Which view helps the supervisors to determine performance issues with a specific skill in one or more queues?

  • A. Agents
  • B. Queues Activity
  • C. Skills Performance
  • D. Interactions

Answer: C

NEW QUESTION 8
The system automatically disables reports scheduled for Recurrence: Daily if they were not downloaded for.

  • A. 14 days
  • B. 90 days
  • C. 7 days
  • D. 30 days

Answer: A

NEW QUESTION 9
Which of the following report is used to measure the time an agent spent not responding to alerting interactions and idle?

  • A. Agent Metrics Report
  • B. Agent Activity Summary Report
  • C. Agent Login-Logout Details Report
  • D. Agent Quality Details Report

Answer: B

NEW QUESTION 10
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

  • A. True
  • B. False

Answer: B

NEW QUESTION 11
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

Answer: C

NEW QUESTION 12
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