Genesys GCP-GC-REP Quiz 1 Topic 4 Questions 1-5

Question: 1

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?

AAgents Wrap-Up Interval Detail

BAgents Schedule Detail

CAgents Wrap-Up Detail

DAgents Interactions Detail

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Question: 2

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?

AAvailable

BBusy

CAway

DBreak

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Question: 3

Jose created and saved an agent report. He did not configure some of the options, and the current status of this report is Disabled. How can he enable this report?

AReports> Report Editor> Report Generation Time> Schedule

BReports> Report Editor> Report Generation Time> Now

CReports> Report Editor> Report Generation Time> Schedule Properties

DReports> Report Editor> Report Generation Time> Recurrence

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Question: 4

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

AOffer

BAnswer%

CService Level%

DASA

EAvg Handler

FAvg Wait

GHold

HTransfer

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Question: 5

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

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Genesys GCP-GC-REP Quiz:1 Topic:4 Questions:1-5