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Genesys Cloud Reporting and Analytics Exam Questions (50 questions) with correct Answers
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Genesys Cloud Reporting and Analytics Exam Questions (50 questions) with correct Answers
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Genesys Cloud Reporting and AnalyticsExam Questions (50 questions) with correct
Answers
Which definition matches the performance view for Agents?
A. Used to monitor real-time contact center metrics.
B. Used to view real-time metrics, such as status, time in status, calls answered,
average talk time, and average ACW.
C. Used to view real-time and historical metrics, such as service level %, abandon %,
customers waiting, and active agents.
D. Used to view historical data only.
E. Used to view metrics for completed phone calls and chats, such as the user, remote
telephone number, date/time, and duration - Answers -B. Used to view real-time
metrics, such as status, time in status, calls answered, average talk time, and average
ACW.
Which of the following reports is used to measure the time an agent spent not
responding to alerting interactions and idle?
A. Agent Metrics Report
B. Agent Activity Summary Report
C. Agent Login-Logout Details Report
D. Agent Quality Details Report - Answers -B. Agent Activity Summary Report
Which view displays current metrics and information about the queues if you have a
membership?
A. Queues Activity
B. Queues Performance
C. My Queues Activity
D. Queues - Answers -C. My Queues Activity
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. Available
B. Busy
C. Away
D. Break - Answers -A. Available
Sam wants to install the reporting app on his iPad for accessing the metrics. Help him
by choosing the right one.
A. Genesys Cloud Admin
B. Genesys Cloud User
C. Genesys Cloud Reporting
, D. Genesys Cloud Supervisor - Answers -D. Genesys Cloud Supervisor
You just ran the Queue Metrics Interval report and unsure how the average speed of
answer (ASA) was calculated. Where can you find this information for Genesys Cloud
Contact Center?
A. Resource Center
B. Google
C. Contact Center User Manual
D. CIC Data Dictionary - Answers -A. Resource Center
Which of the following metrics are only related to Inbound interactions handled by a
queue? (Choose five.)
A. Offer
B. Answer%
C. Service Level%
D. ASA
E. Avg Handler
F. Avg Wait
G. Hold
H. Transfer - Answers -A. Offer
B. Answer%
C. Service Level%
D. ASA
F. Avg Wait
What is the time interval for tracking metrics in Genesys Cloud?
A. 20 mins
B. 30 mins
C. 40 mins
D. 10 mins - Answers -B. 30 mins
Which of the following statements are true? (Choose three.)
A. A queue report only counts interactions handled by an agent.
B. An Abandon is an interaction that disconnects before an agent handles it.
C. An agent-based report counts any interactions an agent worked with.
D. Each report contains a pre-defined set of metrics.
E. Reports can be created and then configured. - Answers -B. An Abandon is an
interaction that disconnects before an agent handles it.
C. An agent-based report counts any interactions an agent worked with.
D. Each report contains a pre-defined set of metrics.
What will happen if too many reports run at the same time?
A. Reports run successfully
B. Reports will fail to run
C. Partial Reports will run - Answers -B. Reports will fail to run
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