Genesys Cloud Reporting & Analytics
UPDATED ACTUAL Exam Questions and
CORRECT Answers
For immediate, at-a-glance monitoring of key indicators and metrics what should you use? -
CORRECT ANSWER - Performance Dashboards
To review historical and real-time metrics for the contact center, queues, agents, interactions,
what should you use? - CORRECT ANSWER - Dynamic Views
Dynamic views give you the ability to: - CORRECT 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? - CORRECT 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? - CORRECT ANSWER - No, it is
currently only available for iOS devices.
From the perspective of Genesys Cloud reports: - CORRECT ANSWER - a queue is a
standalone entity
,Queue metrics and agent metrics can differ for the following reasons: - CORRECT
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? - CORRECT ANSWER - Answered, abandoned, or flow-
out interactions
What are flow-outs? - CORRECT ANSWER - Interactions that enter and leave a queue
without getting answered by an agent or disconnected
What is Service Level %? - CORRECT 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? - CORRECT 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: - CORRECT ANSWER - 30-minute intervals
How does Genesys Cloud recalculate service level changes for reporting data? - CORRECT
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? - CORRECT
ANSWER - No
, What is an Agent Report? - CORRECT ANSWER - Agent reports provide you with a
summary or detailed information regarding the activity and performance of one or more agents.
When you change the service level calculation: - CORRECT ANSWER - the service level
data for past dates in views and future reports update to reflect the change. The data does not
update in any reports that have already run.
Does on-queue time always equal total ACD time? - CORRECT ANSWER - No
What is the service level percentage calculation? - CORRECT ANSWER - (Number of
answered interactions - number of answered interactions that miss the service level target) /
((Number of answered interactions + number of abandoned interactions) + (Calculation Option
Switch Setting(s))) * 100
What is Total Handle time? - CORRECT ANSWER - The total amount of time agents
spend handling interactions. This calculation includes talk time, hold time, and after-call work.
For outbound calls it also includes dialing and contacting time.
What is a Non-ACD interaction? - CORRECT ANSWER - Interactions not related to a
queue, such as a personal call.
What report displays the start time, end time, and duration of logged-in time for one or more
agents? - CORRECT ANSWER - Agent Login-Logout Details Report
What does the Agent Metrics report display for each agent? - CORRECT ANSWER --
Interactions that have handle time
- Number of interactions per day
- Average talk time, after call work, and handle time
- Hold and transfer data
UPDATED ACTUAL Exam Questions and
CORRECT Answers
For immediate, at-a-glance monitoring of key indicators and metrics what should you use? -
CORRECT ANSWER - Performance Dashboards
To review historical and real-time metrics for the contact center, queues, agents, interactions,
what should you use? - CORRECT ANSWER - Dynamic Views
Dynamic views give you the ability to: - CORRECT 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? - CORRECT 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? - CORRECT ANSWER - No, it is
currently only available for iOS devices.
From the perspective of Genesys Cloud reports: - CORRECT ANSWER - a queue is a
standalone entity
,Queue metrics and agent metrics can differ for the following reasons: - CORRECT
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? - CORRECT ANSWER - Answered, abandoned, or flow-
out interactions
What are flow-outs? - CORRECT ANSWER - Interactions that enter and leave a queue
without getting answered by an agent or disconnected
What is Service Level %? - CORRECT 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? - CORRECT 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: - CORRECT ANSWER - 30-minute intervals
How does Genesys Cloud recalculate service level changes for reporting data? - CORRECT
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? - CORRECT
ANSWER - No
, What is an Agent Report? - CORRECT ANSWER - Agent reports provide you with a
summary or detailed information regarding the activity and performance of one or more agents.
When you change the service level calculation: - CORRECT ANSWER - the service level
data for past dates in views and future reports update to reflect the change. The data does not
update in any reports that have already run.
Does on-queue time always equal total ACD time? - CORRECT ANSWER - No
What is the service level percentage calculation? - CORRECT ANSWER - (Number of
answered interactions - number of answered interactions that miss the service level target) /
((Number of answered interactions + number of abandoned interactions) + (Calculation Option
Switch Setting(s))) * 100
What is Total Handle time? - CORRECT ANSWER - The total amount of time agents
spend handling interactions. This calculation includes talk time, hold time, and after-call work.
For outbound calls it also includes dialing and contacting time.
What is a Non-ACD interaction? - CORRECT ANSWER - Interactions not related to a
queue, such as a personal call.
What report displays the start time, end time, and duration of logged-in time for one or more
agents? - CORRECT ANSWER - Agent Login-Logout Details Report
What does the Agent Metrics report display for each agent? - CORRECT ANSWER --
Interactions that have handle time
- Number of interactions per day
- Average talk time, after call work, and handle time
- Hold and transfer data
