Genesys Exam GCP-GC-REP Topic 5 Question 1 Discussion

Actual exam question for Genesys's GCP-GC-REP exam

Question #: 1
Topic #: 5

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.)

AReview interactions in which an agent's performance varies significantly from the average.

BLearn the reason for long or short interactions.

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

DIdentify opportunities for improvement.

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

FTrain the agent to reduce handle time.

Show Suggested Answer

Suggested Answer: A, B, E, F

by Ammie at May 03, 2022, 05:44 PM

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