Genesys Cloud Reporting & Analytics
2025/2026 Exam Questions and Correct
Answers | New Update
For immediate, at-a-glance monitoring of key indicators and metrics what
should you use? - 🧠 ANSWER ✔✔Performance Dashboards
To review historical and real-time metrics for the contact center, queues,
agents, interactions, what should you use? - 🧠 ANSWER ✔✔Dynamic
Views
Dynamic views give you the ability to: - 🧠 ANSWER ✔✔1. Customize views
to see only the data for the dates you need.
2. Save your current view and settings to return quickly to that data.
3. Download the data for more analysis or to share with others.
,4. Activate agents, change their status, or log out agents.
What capabilities does the Supervisor iOS App have? - 🧠 ANSWER ✔✔1.
Building custom dashboards and wallboards.
2. Drilling down through multiple levels of contact center data.
3. Providing just-in-time assistance when requested by agents.
4. Locating your agents on the contact center floor using an interactive map
that shows agent locations, along with key details like status and time in
status.
Is there a Supervisor App version for Android devices? - 🧠 ANSWER
✔✔No, it is currently only available for iOS devices.
From the perspective of Genesys Cloud reports: - 🧠 ANSWER ✔✔a queue
is a standalone entity
Queue metrics and agent metrics can differ for the following reasons: - 🧠
ANSWER ✔✔1. An interaction spends time in multiple queues.
2. An interaction abandons before an agent handles it.
, 3. An agent is a member of more than one queue. A queue report only
counts interactions that spent time in the queue, but an agent-based report
counts any interactions an agent worked with.
What are offered interactions? - 🧠 ANSWER ✔✔Answered, abandoned, or
flow-out interactions
What are flow-outs? - 🧠 ANSWER ✔✔Interactions that enter and leave a
queue without getting answered by an agent or disconnected
What is Service Level %? - 🧠 ANSWER ✔✔Service level target is a contact
center performance statistic expressed as "X percent of contacts answered
in Y seconds." For example, a goal of answering 80% of voice calls within
20 seconds provides a service level target of 80/20.
What is ASA? - 🧠 ANSWER ✔✔Average Speed of Answer. The average
amount of time an interaction waits in queue before an agent answers it.
This metric does not include interactions that agents do not answer.
Genesys Cloud tracks metric statistics in: - 🧠 ANSWER ✔✔30-minute
intervals
COPYRIGHT©PROFFKERRYMARTIN 2025/2026. YEAR PUBLISHED 2025. COMPANY REGISTRATION NUMBER: 619652435. TERMS OF USE.
PRIVACY STATEMENT. ALL RIGHTS RESERVED
2025/2026 Exam Questions and Correct
Answers | New Update
For immediate, at-a-glance monitoring of key indicators and metrics what
should you use? - 🧠 ANSWER ✔✔Performance Dashboards
To review historical and real-time metrics for the contact center, queues,
agents, interactions, what should you use? - 🧠 ANSWER ✔✔Dynamic
Views
Dynamic views give you the ability to: - 🧠 ANSWER ✔✔1. Customize views
to see only the data for the dates you need.
2. Save your current view and settings to return quickly to that data.
3. Download the data for more analysis or to share with others.
,4. Activate agents, change their status, or log out agents.
What capabilities does the Supervisor iOS App have? - 🧠 ANSWER ✔✔1.
Building custom dashboards and wallboards.
2. Drilling down through multiple levels of contact center data.
3. Providing just-in-time assistance when requested by agents.
4. Locating your agents on the contact center floor using an interactive map
that shows agent locations, along with key details like status and time in
status.
Is there a Supervisor App version for Android devices? - 🧠 ANSWER
✔✔No, it is currently only available for iOS devices.
From the perspective of Genesys Cloud reports: - 🧠 ANSWER ✔✔a queue
is a standalone entity
Queue metrics and agent metrics can differ for the following reasons: - 🧠
ANSWER ✔✔1. An interaction spends time in multiple queues.
2. An interaction abandons before an agent handles it.
, 3. An agent is a member of more than one queue. A queue report only
counts interactions that spent time in the queue, but an agent-based report
counts any interactions an agent worked with.
What are offered interactions? - 🧠 ANSWER ✔✔Answered, abandoned, or
flow-out interactions
What are flow-outs? - 🧠 ANSWER ✔✔Interactions that enter and leave a
queue without getting answered by an agent or disconnected
What is Service Level %? - 🧠 ANSWER ✔✔Service level target is a contact
center performance statistic expressed as "X percent of contacts answered
in Y seconds." For example, a goal of answering 80% of voice calls within
20 seconds provides a service level target of 80/20.
What is ASA? - 🧠 ANSWER ✔✔Average Speed of Answer. The average
amount of time an interaction waits in queue before an agent answers it.
This metric does not include interactions that agents do not answer.
Genesys Cloud tracks metric statistics in: - 🧠 ANSWER ✔✔30-minute
intervals
COPYRIGHT©PROFFKERRYMARTIN 2025/2026. YEAR PUBLISHED 2025. COMPANY REGISTRATION NUMBER: 619652435. TERMS OF USE.
PRIVACY STATEMENT. ALL RIGHTS RESERVED
