Genesys Cloud Certified Professional – Reporting and Analytics v1.0

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Exam contains 38 questions
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User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

  • A. True
  • B. False


Answer : B

Reference: https://help.mypurecloud.com/articles/user-status-detail-report/

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?

  • 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


Answer : D

Reference: https://help.mypurecloud.com/articles/configure-a-report/

How is an Incoming Call represented in reports?

  • A. Inbound
  • B. Incoming
  • C. Offered
  • D. Calls Received


Answer : A

Reference: https://help.genesys.com/pureconnect/mergedprojects/wh_rh/desktop/account_code_call_detail_by_date_report.htm

You would like to see the performance metrics for the customer service queue parameters such as service level, the average speed of answer, and average talk time. Which reports provide detailed statistics about multimedia queue activity?

  • A. Interaction Details reports
  • B. Queue Wrap-up reports
  • C. Agent Metrics reports
  • D. Queue Metrics reports


Answer : D

Reference: https://help.mypurecloud.com/articles/queue-metrics-interval-report/

Reports provide only real-time information.

  • A. True
  • B. False


Answer : B

Reference: https://docs.genesys.com/Documentation/PSAAS/latest/EMG/Reporting

Which view helps the supervisors to determine performance issues with a specific skill in one or more queues?

  • A. Agents
  • B. Queues Activity
  • C. Skills Performance
  • D. Interactions


Answer : C

Reference: https://help.mypurecloud.com/articles/skills-performance-view/

After Call Work for callback interactions is always _______.

  • A. One
  • B. Based on the agent status
  • C. Zero
  • D. Two


Answer : C

Reference: https://help.mypurecloud.com/articles/call-work-acw/

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.)

  • 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.


Answer : ABEF

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

  • A. Performance > Queues Activity
  • B. Performance > My Queues Activity
  • C. Performance > Queues Performance
  • D. Performance > Queues


Answer : A

Reference: https://help.mypurecloud.com/articles/queues-activity-summary-view/

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

  • A. 10
  • B. 15
  • C. 20
  • D. 25


Answer : C

Reference: https://help.mypurecloud.com/articles/performance-dashboards-overview/

Which of the following views can help supervisors to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues?

  • A. Agents Wrap-Up Interval Detail
  • B. Agents Schedule Detail
  • C. Agents Wrap-Up Detail
  • D. Agents Interactions Detail


Answer : C

Reference: https://help.mypurecloud.com/articles/agents-wrap-up-detail-view/

Which of the following reports are aggregated daily? (Choose two.)

  • A. Agent Metrics Export Report
  • B. Agent Metrics Report
  • C. Agent Login-Logout Details Report
  • D. Agent Quality Details Report


Answer : BC

Select the possible factors which increase the report runtime and failures. (Choose two.)

  • A. Adjust report parameters so that report includes fewer agents, queues, and interactions.
  • B. Run reports during peak hours.
  • C. Review and ensure the usage of scheduled reports.
  • D. Ask every team member to run and save a copy of the report.


Answer : BC

Which report calculates a Monthly Service Level?

  • A. Queue Metrics Report
  • B. Queue Wrap-up Summary Report
  • C. Queue Metrics Summary Report
  • D. Queue Metrics Interval Report


Answer : C

Reference: https://help.mypurecloud.com/articles/queue-metrics-summary-report/

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

  • A. True
  • B. False


Answer : B

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Exam contains 38 questions
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