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Exam Code: GCP-GC-REP
Exam Title: Genesys Cloud Certified Professional - Reporting and Analytics
Vendor: Genesys
Exam Questions: 35
Last Updated: November 15th,2024

Question 1

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

Correct Answer:A

Question 2

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

Correct Answer:D

Question 3

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

A. Offer
B. Answer%
C. Service Level%
D. ASA
E. Avg Handler
F. Avg Wait
G. Hold
H. Transfer

Correct Answer:ABCDF

Question 4

Which definition matches the performance view for Agents?

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 %, customers 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.

Correct Answer:C

Question 5

What is the maximum limit for creating performance dashboards for private users?

A. 10
B. 15
C. 20
D. 25

Correct Answer:C