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Genesys Cloud Certified Professional - Reporting and Analytics Question and Answers

Genesys Cloud Certified Professional - Reporting and Analytics

Last Update May 2, 2024
Total Questions : 35

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Questions 1

Which definition matches the performance view for Agents?

Options:

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.

Discussion 0
Questions 2

User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

Options:

A.  

True

B.  

False

Discussion 0
Questions 3

How is an Incoming Call represented in reports?

Options:

A.  

Inbound

B.  

Incoming

C.  

Offered

D.  

Calls Received

Discussion 0
Questions 4

Jose created and saved an agent report. He did not configure some of the options, and the current status of this report is Disabled. How can he enable this report?

Options:

A.  

Reports> Report Editor> Report Generation Time> Schedule

B.  

Reports> Report Editor> Report Generation Time> Now

C.  

Reports> Report Editor> Report Generation Time> Schedule Properties

D.  

Reports> Report Editor> Report Generation Time> Recurrence

Discussion 0
Questions 5

How many days does the report exist after you run it?

Options:

A.  

60

B.  

70

C.  

80

D.  

90

Discussion 0
Questions 6

Rayan, as the supervisor, noticed some issues in the interactions handled by the agents. He exported the Agent Metrics report for detailed statistics to troubleshoot the issue. Identify the areas that would help him in resolving the problems. (Choose four.)

Options:

A.  

Review interactions in which an agent’s performance varies significantly from the average.

B.  

Learn the reason for long or short interactions.

C.  

Focus on numerical results, which tend to encourage desirable results.

D.  

Identify opportunities for improvement.

E.  

Coach the agent on positive behaviors such as better call control.

F.  

Train the agent to reduce handle time.

Discussion 0
Questions 7

What is the maximum limit for creating performance dashboards for private users?

Options:

A.  

10

B.  

15

C.  

20

D.  

25

Discussion 0
Questions 8

After the report gets deleted, you can download it from the archived list.

Options:

A.  

True

B.  

False

Discussion 0
Questions 9

Reports provide only real-time information.

Options:

A.  

True

B.  

False

Discussion 0
Questions 10

How can we monitor the real-time statistics for all queues?

Options:

A.  

Performance > Queues Activity

B.  

Performance > My Queues Activity

C.  

Performance > Queues Performance

D.  

Performance > Queues

Discussion 0
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