[May 14, 2022] GCP-GC-REP Exam Dumps 100% Same Q&A In Your Real Exam [Q14-Q38]

NO.14 What is the metric called for the average amount of time an interaction waits in queue before an agent answers it?

AHT

ASA

ACW

ATT

NO.15 Your customizations in the interaction view remain in effect even if you leave and return to the view.

True

False

NO.16 Which of the following reports are aggregated daily? (Choose two.)

Agent Metrics Export Report

Agent Metrics Report

Agent Login-Logout Details Report

Agent Quality Details Report

NO.17 Which definition matches the performance view for Dashboard?

It is used to monitor real-time contact center metrics.

It is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.

It is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.

It is used to view historical data only.

It is used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

NO.18 The system automatically disables reports scheduled for Recurrence: Daily if they were not downloaded for
.

14 days

90 days

7 days

30 days

NO.19 After the report gets deleted, you can download it from the archived list.

True

False

NO.20 How many days does the report exist after you run it?

NO.21 How can we monitor the real-time statistics for all queues?

Performance > Queues Activity

Performance > My Queues Activity

Performance > Queues Performance

Performance > Queues

NO.22 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.)

Review interactions in which an agent’s performance varies significantly from the average.

Learn the reason for long or short interactions.

Focus on numerical results, which tend to encourage desirable results.

Identify opportunities for improvement.

Coach the agent on positive behaviors such as better call control.

Train the agent to reduce handle time.

NO.23 Select the available templates for adding widgets to a performance dashboard. (Choose four.)

Agent Status

Grid

Text

Metric

Interaction

Chart

NO.24 Which of the following are available report file formats for export? (Choose three.)

.doc

.xls

.txt

.docx

.xlsx

.pdf

NO.25 Which definition matches the performance and activity views for Queues?

Used to monitor real-time contact center metrics.

Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.

Used to view real-time and historical metrics, such as service level %, abandon %, customer waiting, and active agents.

Used to view historical data only.

Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

NO.26 How is an Incoming Call represented in reports?

Inbound

Incoming

Offered

Calls Received

NO.27 Which view helps the supervisors to determine performance issues with a specific skill in one or more queues?

Agents

Queues Activity

Skills Performance

Interactions

[May 14, 2022] GCP-GC-REP Exam Dumps 100% Same Q&A In Your Real Exam [Q14-Q38]

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