1
Genesys Cloud Reporting & Analytics Questions with
Answers (100% Correct Answers)
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.
© 2025 All rights reserved
,2
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
© 2025 All rights reserved
, 3
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
How does Genesys Cloud recalculate service level changes for
reporting data?— Answer: For reports, any report generated after the
service level change will use the updated calculation.
Do agents that are active, inactive or deleted impact the metrics in
queue reports?— Answer: No
© 2025 All rights reserved
Genesys Cloud Reporting & Analytics Questions with
Answers (100% Correct Answers)
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.
© 2025 All rights reserved
,2
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
© 2025 All rights reserved
, 3
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
How does Genesys Cloud recalculate service level changes for
reporting data?— Answer: For reports, any report generated after the
service level change will use the updated calculation.
Do agents that are active, inactive or deleted impact the metrics in
queue reports?— Answer: No
© 2025 All rights reserved
