GCP-GC-REP Online Practice Questions and Answers

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

Select the available templates for adding widgets to a performance dashboard. (Choose four.)

A. Agent Status

B. Grid

C. Text

D. Metric

E. Interaction

F. Chart

While Alex monitors the queue reports, Sam deleted an inactive agent from the queue. Will this affect the metrics?

A. Yes

B. No

What is the metric called for the average amount of time an interaction waits in queue before an agent answers it?

A. AHT

B. ASA

C. ACW

D. ATT

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.

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

Which report calculates a Monthly Service Level?

A. Queue Metrics Report

B. Queue Wrap-up Summary Report

C. Queue Metrics Summary Report

D. Queue Metrics Interval Report

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 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.