Genesys GCP-GCX Exam Dumps

Correct Answer: A

Explanation: The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports is a true statement. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. A queue report can help you measure and improve various aspects of your queue, such as: Service level Abandon rate Average speed of answer Average handle time Interaction volume An agent report is a report that shows various metrics and details related to agent performance and activities in Genesys Cloud CX. An agent report can help you measure and improve various aspects of your agent, such as: Availability Productivity Quality Conduct Satisfaction The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports because: A queue report only counts interactions that spent time in the queue, but an agent- based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as: An active agent is an agent who has logged in to Genesys Cloud CX and is available to handle interactions. An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An active agent appears on/affects agent reports because they contribute to various metrics and details related to agent performance and activities, such as: References: https://help.mypurecloud.com/articles/reports-overview/ https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by- design/ https://help.mypurecloud.com/articles/agent-status-overview/

Correct Answer: C

Explanation: A maximum of 100 agents can be added to a single Management Unit is not a true statement regarding Management Units in Genesys Cloud CX Workforce Management. A Management Unit is a logical grouping of agents who

handle similar types of interactions in Workforce Management. A Management Unit can have various settings configured to define its behavior and performance, such as time zone, service level target, shrinkage percentage, etc. There is no

limit on the number of agents that can be added to a single Management Unit. References:

https://help.mypurecloud.com/glossary/management-unit/

https://help.mypurecloud.com/articles/create-a-management-unit/

Correct Answer: B

Explanation: A service level of 80 and a service level target of 20 for voice interactions mean that 80% of calls must be answered within 20 seconds. Service level is a metric that measures how well a contact center meets its customer service

goals. Service level is calculated by dividing the number of interactions answered within a specified time threshold (service level target) by the total number of interactions offered in a given period. For example, if a contact center receives 100

calls in an hour and answers 80 calls within 20 seconds, then its service level is 80/100 = 0.8 or 80%.

References:

https://help.mypurecloud.com/glossary/service-level/

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