Genesys gcp-gc-rep practice test

Genesys Cloud Certified Professional - Reporting and Analytics Exam


Question 1

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

Reference:
https://help.genesys.com/pureconnect/mergedprojects/wh_id/desktop/hid_report_export_file.htm

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Question 2

Which definition matches the performance and activity views for Queues?

  • 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.
Answer:

E

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Question 3

Which definition matches the performance view for Dashboard?

  • A. It is used to monitor real-time contact center metrics.
  • B. It is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
  • C. It is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
  • D. It is used to view historical data only.
  • E. It is used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
Answer:

B

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Question 4

How many days does the report exist after you run it?

  • A. 60
  • B. 70
  • C. 80
  • D. 90
Answer:

A

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Question 5

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

  • A. True
  • B. False
Answer:

A

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

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Question 6

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

  • A. True
  • B. False
Answer:

B

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Question 7

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

Reference:
https://help.mypurecloud.com/articles/queue-metrics-summary-report/

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Question 8

Select the possible factors which increase the report runtime and failures. (Choose two.)

  • A. Adjust report parameters so that report includes fewer agents, queues, and interactions.
  • B. Run reports during peak hours.
  • C. Review and ensure the usage of scheduled reports.
  • D. Ask every team member to run and save a copy of the report.
Answer:

BC

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Question 9

Which of the following reports are aggregated daily? (Choose two.)

  • A. Agent Metrics Export Report
  • B. Agent Metrics Report
  • C. Agent Login-Logout Details Report
  • D. Agent Quality Details Report
Answer:

BC

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Question 10

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 Wrap-Up Interval Detail
  • B. Agents Schedule Detail
  • C. Agents Wrap-Up Detail
  • D. Agents Interactions Detail
Answer:

C

Reference:
https://help.mypurecloud.com/articles/agents-wrap-up-detail-view/

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