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
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
Which of the following statements are true? (Choose three.)
A. A queue report only counts interactions handled by an agent.
B. An Abandon is an interaction that disconnects before an agent handles it.
C. An agent-based report counts any interactions an agent worked with.
D. Each report contains a pre-defined set of metrics.
E. Reports can be created and then configured.
The system automatically disables reports scheduled for Recurrence: Daily if they were not downloaded for _________.
A. 14 days
B. 90 days
C. 7 days
D. 30 days
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
A. True
B. False
Rayan, as the supervisor, noticed some issues in the interactions handled by the agents. He exported the
Agent Metrics report for detailed statistics to troubleshoot the issue. Identify the areas that would help him
in resolving the problems.
(Choose four.)
A. Review interactions in which an agent's performance varies significantly from the average.
B. Learn the reason for long or short interactions.
C. Focus on numerical results, which tend to encourage desirable results.
D. Identify opportunities for improvement.
E. Coach the agent on positive behaviors such as better call control.
F. Train the agent to reduce handle time.
Which of the following reports are aggregated daily? (Choose two.)
A. Agent Metrics Export Report
B. Agent Metrics Report
C. Agent Login-Logout Details Report
D. Agent Quality Details Report
Which definition matches the performance and activity views for Queues?
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 %, customer 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.