GCP-GC-REP Online Practice Questions and Answers

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.

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

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

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

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

How can we monitor the real-time statistics for all queues?

A. Performance > Queues Activity

B. Performance > My Queues Activity

C. Performance > Queues Performance

D. Performance > Queues

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.

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

A. True

B. False

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.

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