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Genesys Cloud Reporting & Analytics |
Actual Exam With Verified Answers
What information is included in the Queue Wrapup Summary Report?-correct-
answer-- The total number of interactions with the wrap-up code
- The percentage of interactions with the wrap-up code compared to the total
interactions in the queue
- The total length and average length of the interactions with the wrap-up code
- The percentage of the total length of the interactions with the wrap-up code
compared to the total length of interactions in the queue
After you identify areas of concern:-correct-answer-1. Review long interactions.
2. Ask agents why interactions run long.
3. View wrap-up codes for transfers.
What are Outbound Reports?-correct-answer-Outbound reports provide you with
a summary or detailed information regarding the activity and performance of
outbound dialing campaigns.
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What report displays a daily breakdown of the results for one or more dialer
campaigns during a specific date range?-correct-answer-Dialer Campaign Success
Results Report
If the Dialer Campaign Success Results report includes more than one dialer
campaign:-correct-answer-the report aggregates the totals for all the campaigns
into the daily breakdowns.
What information is included in the Dialer Campaign Success Results Reports
include?-correct-answer-- Total number of dials, contacts, and abandons
- Percentage of contacts compared with the calls placed
- Percentage of abandoned calls compared to the calls placed
- Percentage of abandoned calls compared with the number of contacts
Does the Dialer Campaign Success Results Report count dials placed in preview
mode?-correct-answer-No because the agent, rather than the outbound dialing
system, places the call.
What do the arrows indicate in the Dialer Campaign Success Results Report?-
correct-answer-The percentage columns display an up arrow to indicate a
percentage that falls within the top 1/3 of all the percentages in the column. A
down arrow indicates a percentage that falls within the bottom 1/3 of all the
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percentages in the column. No arrow indicates that the percentage falls within the
middle 1/3 of all the percentages in the column.
What are total contacts?-correct-answer-The number of calls answered by a
remote party and connected to an agent.
What are compliance abandons?-correct-answer-Compliance abandons are
connected calls that took longer than the configured compliance abandon
threshold to reach an IVR or an agent. Even if the call reaches an agent, the call
counts toward this total if it takes longer than the threshold to reach an agent.
Are SMS campaigns supported in the Dialer reports?-correct-answer-No
What report displays outbound interaction attempts for one or more campaigns
during a specific date and time range? It contains information, such as caller ID
number and name, the total amount of time spent on wrap-up for the interaction,
and the amount of time between the customer answering the call and the call
transferring into an outbound flow.-correct-answer-Dialer Campaign Detailed
Attempt History Report
Genesys Cloud Reporting & Analytics |
Actual Exam With Verified Answers
What information is included in the Queue Wrapup Summary Report?-correct-
answer-- The total number of interactions with the wrap-up code
- The percentage of interactions with the wrap-up code compared to the total
interactions in the queue
- The total length and average length of the interactions with the wrap-up code
- The percentage of the total length of the interactions with the wrap-up code
compared to the total length of interactions in the queue
After you identify areas of concern:-correct-answer-1. Review long interactions.
2. Ask agents why interactions run long.
3. View wrap-up codes for transfers.
What are Outbound Reports?-correct-answer-Outbound reports provide you with
a summary or detailed information regarding the activity and performance of
outbound dialing campaigns.
,2|Page
What report displays a daily breakdown of the results for one or more dialer
campaigns during a specific date range?-correct-answer-Dialer Campaign Success
Results Report
If the Dialer Campaign Success Results report includes more than one dialer
campaign:-correct-answer-the report aggregates the totals for all the campaigns
into the daily breakdowns.
What information is included in the Dialer Campaign Success Results Reports
include?-correct-answer-- Total number of dials, contacts, and abandons
- Percentage of contacts compared with the calls placed
- Percentage of abandoned calls compared to the calls placed
- Percentage of abandoned calls compared with the number of contacts
Does the Dialer Campaign Success Results Report count dials placed in preview
mode?-correct-answer-No because the agent, rather than the outbound dialing
system, places the call.
What do the arrows indicate in the Dialer Campaign Success Results Report?-
correct-answer-The percentage columns display an up arrow to indicate a
percentage that falls within the top 1/3 of all the percentages in the column. A
down arrow indicates a percentage that falls within the bottom 1/3 of all the
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percentages in the column. No arrow indicates that the percentage falls within the
middle 1/3 of all the percentages in the column.
What are total contacts?-correct-answer-The number of calls answered by a
remote party and connected to an agent.
What are compliance abandons?-correct-answer-Compliance abandons are
connected calls that took longer than the configured compliance abandon
threshold to reach an IVR or an agent. Even if the call reaches an agent, the call
counts toward this total if it takes longer than the threshold to reach an agent.
Are SMS campaigns supported in the Dialer reports?-correct-answer-No
What report displays outbound interaction attempts for one or more campaigns
during a specific date and time range? It contains information, such as caller ID
number and name, the total amount of time spent on wrap-up for the interaction,
and the amount of time between the customer answering the call and the call
transferring into an outbound flow.-correct-answer-Dialer Campaign Detailed
Attempt History Report
