Genesys Cloud Reporting & Analytics Tested Exam Questions Reviewed And Revised With Correct Answers Already Passed!!
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Course
Genesys Cloud
Institution
Genesys Cloud
Genesys Cloud Reporting & Analytics
Tested Exam Questions Reviewed And
Revised With Correct Answers
Already Passed!!
1. What is DNIS? - ANSWER
The number dialed for the call.
2. What is system disposition? - ANSWER
The first attempt result
automatically set by outbound dialin...
Genesys Cloud Reporting & Analytics
Tested Exam Questions Reviewed And
Revised With Correct Answers
Already Passed!!
1. What is DNIS? - ANSWER The number dialed for the call.
2. What is system disposition? - ANSWER The first attempt result
automatically set by outbound dialing due to call analysis and events during the
call.
3. What does it mean if the Interactions have no data in the Duration, DNIS, or
System Disposition columns? - ANSWER An agent previews but skips the
contact.
4. What report displays details about interactions for one or more agents during
a specific date and time range? - ANSWER Interaction Details Report
5. What information is included in the Interaction Details Report? - ANSWER -
Any interaction associated with the agent, even if the agent did not interact
- The agent who started or answered the interaction
- Date, time, and duration of the interaction
- Direction (for example, inbound or outbound) of the interaction
- Queue and wrap-up code for the interaction
- Amount of time in seconds that the interaction remained in a queue
,6. Does the Interaction Details Report include interactions that are currently being
handled by an agent? - ANSWER No, only interactions that have ended.
7. What report displays detailed user status statistics with a time notation for
each status change that the user makes? It includes the On Queue status and all
off queue statuses, such as Meal and Away. - ANSWER User Status Detail
Report
8. What information is included in the User Status Detail Report? - ANSWER -
When a user's status started
- When the status ended
- How long the status lasted
- What the statuses were during the time period
9. Does the User Status Detail Report include specifics about queue activity such
as interacting, idle, and not responding? - ANSWER No
10. When configuring a report: - ANSWER you need to set report parameters,
choose the file format, and schedule when the report runs.
11. What are the available report file formats? - ANSWER .pdf, .xls, and .xlsx
files
12. Determine the optimal time to run the report based on: - ANSWER the
size of the report, who is going to use it and when, and what other jobs consume
system resources.
,13. Does Genesys Cloud automatically disables unused reports to reduce
unnecessary load on the system? - ANSWER Yes
14. You can manually run a report after you save the report settings by using:
- ANSWER Run Now on the reports page whenever you need to view the
latest data without waiting for the scheduled report to run.
15. When can you download a report? - ANSWER After a report runs and the
Report Status column says Completed
16. When does Genesys Cloud automatically delete previously run reports? -
ANSWER 90 days after you run them
17. Can you download a report after Genesys Cloud deletes it? - ANSWER No
18. When do you use Report History? - ANSWER To see information about
each time a report has run. The report's history shows the status of a report as
well when the report ran. You can download a report from its history for up to 90
days after it ran.
19. What may lead to report failures? - ANSWER Reports that run frequently,
cover large data sets or when the reports require more system resources than
what is available at the time when the report is scheduled to run.
20. When may reports require more system resources? - ANSWER - The
report parameters are too broad.
, - A report returns an excessive amount of data.
- Too many reports are scheduled to run at the same time.
- You export high volumes of data.
What can you do to troubleshoot report failures? - ANSWER 1. Modify the
report parameters in such a way that the report includes fewer agents, queues,
interactions, or days.
2. Consider adjusting the time of day when your report is scheduled to run and
select non-peak hours when possible.
3. Limit the reports that run hourly. Instead, you may consider running a mid-day,
end-of-day, or off-peak report.
What two ways might reports become disabled? - ANSWER 1. If the report
was only scheduled to run once or if the report failed to run for two consecutive
times.
2. If a report is scheduled for Recurrence: Daily and has not been downloaded for
14 consecutive days. If a report is scheduled for Recurrence: Hourly and has not
been downloaded for 7 consecutive days, then the report gets disabled.
What factors should you consider when running reports? - ANSWER 1. Are
my report parameters overly broad?
2. Am I scheduling my reports to run at the same time other users schedule theirs
to run?
3. Do all my colleagues run this exact same report at the exact same time?
4. Have we recently checked our scheduled reports to see if there are any that we
do not download?
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