Free Genesys GCP-GC-REP Exam Dumps Questions & Answers

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.Identify opportunities for improvement.
• B.Review interactions in which an agent's performance varies significantly from the average.
• C.Coach the agent on positive behaviors such as better call control.
• D.Focus on numerical results, which tend to encourage desirable results.
• E.Learn the reason for long or short interactions.
• F.Train the agent to reduce handle time.

Select the possible factors which increase the report runtime and failures. (Choose two.)

• A.Run reports during peak hours.
• B.Adjust report parameters so that report includes fewer agents, queues, and interactions.
• C.Ask every team member to run and save a copy of the report.
• D.Review and ensure the usage of scheduled reports.

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?

• A.Busy
• B.Break
• C.Available
• D.Away

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

• A.Avg Handler
• B.Offer
• C.Avg Wait
• D.Transfer
• E.ASA
• F.Hold
• G.Answer%
• H.Service Level%

How many days does the report exist after you run it?

• A.80
• B.60
• C.90
• D.70