GCP-GC-REP Free Practice Test

How is Service Level calculated by default?

1. 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
2. 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
3. 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
4. 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

Correct Answer: C

Which definition matches the performance view for Dashboard?

1. A. It is used to monitor real-time contact center metrics.
2. B. It is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
3. C. It is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
4. D. It is used to view historical data only.
5. E. It is used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

Correct Answer: B

Which of the following statements are true? (Choose three.)

1. A. A queue report only counts interactions handled by an agent.
2. B. An Abandon is an interaction that disconnects before an agent handles it.
3. C. An agent-based report counts any interactions an agent worked with.
4. D. Each report contains a pre-defined set of metrics.
5. E. Reports can be created and then configured.

Correct Answer: BDE

Which of the following reports are aggregated daily? (Choose two.)

1. A. Agent Metrics Export Report
2. B. Agent Metrics Report
3. C. Agent Login-Logout Details Report
4. D. Agent Quality Details Report

Correct Answer: BC

Which view helps the supervisors to determine performance issues with a specific skill in one or more queues?

1. A. Agents
2. B. Queues Activity
3. C. Skills Performance
4. D. Interactions

Correct Answer: C