Genesys GCP-GC-REP - Genesys Cloud Certified Professional – Reporting and Analytics Exam

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Total 35 questions

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.


Answer : C

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

Reference: https://help.mypurecloud.com/articles/agent-activity-summary-report/

Which view displays current metrics and information about the queues if you have a membership?

  • A. Queues Activity
  • B. Queues Performance
  • C. My Queues Activity
  • D. Queues


Answer : A

Reference: https://help.mypurecloud.com/articles/my-queues-activity-view/

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. Available
  • B. Busy
  • C. Away
  • D. Break


Answer : D

Reference: https://help.mypurecloud.com/articles/onqueue-offqueue/

Sam wants to install the reporting app on his iPad for accessing the metrics. Help him by choosing the right one.

  • A. Genesys Cloud Admin
  • B. Genesys Cloud User
  • C. Genesys Cloud Reporting
  • D. Genesys Cloud Supervisor


Answer : C

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Total 35 questions