Genesys Cloud Reporting & Analytics Exam Questions and Answers | Guaranteed Pass 2026

Genesys Cloud Reporting & Analytics Exam Questions and Answers | Guaranteed Pass 2026 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. 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 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 What is an Agent Report? - 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: - 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? - answer-No What is the service level percentage calculation? - 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? - 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? - 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? - answer-Agent Login-Logout Details Report What does the Agent Metrics report display for each agent? - answer-- Interactions that have handle time - Number of interactions per day - Average talk time, after call work, and handle time- Hold and transfer data What agent report can you run in XLS or XLXS format to get agent metric data optimized for use within spreadsheet software such as Microsoft Excel? - answer-Agent Metrics Export Report Do the .xls and .xlsx file formats of the Agents Metrics Export report have a page footer? - answer-No, but the .pdf file format includes a footer for each page. The exclusion in the .xls and .xlsx formats make the data in the report easier to use in spreadsheet software. What report displays agents' evaluation results for conversations that started during the range specified in the report's parameters? - answer-Agent Quality Details Report What report displays a daily breakdown of the time that one or more agents spent in system and Automatic Call Distribution (ACD) statuses during a specific date range? - answer-Agent Activity Summary Report What details can the Agent Activity Summary Report identify? - answer-- Whether an agent remains logged on for the required amount of time each day. - How much time an agent spent on a queue and available to handle interactions. - How much on queue time an agent spent not responding to alerting interactions and idle. - How much time an agent spent off queue during each day. What is off-queue? - answer-The amount of time and the percentage of time that an agent spent off queue, for example, in the Available, Away, and Busy statuses. What is on-queue? - answer-The amount of time and the percentage of time that an agent spent on queue, for example, in the Interacting, Idle, and Not Responding statuses.What is Idle status? - answer-This routing status represents agents who are On Queue and able to take interactions but are not working with interactions. What is total ACD? - answer-The amount of time that an agent spent in the Interacting, Idle, and Not Responding statuses. What is a Queue report? - answer-Queue reports provide you with a summary or detailed information regarding the activity and performance of one or more multimedia queues. What report displays detailed statistics about multimedia queue activity for one or more queues during a date and time range? - answer-Queue Metrics Daily Report What activity is shown in the Queue Metrics Daily Report? - answer-- Interactions offered, answered, and abandoned - Performance metrics (for example, abandon rate, service level, and average speed of answer) - Talk time, after call work, and handle time - Hold and transfer data Do export reports have Total Hold column? - answer-No What report includes graphs that illustrate by day the interactions offered, answered, and abandoned? - answer-Queue Metrics Summary Report What report displays the wrap-up codes that agents used for interactions in one or more queues during a specific date and time range? - answer-Queue Wrapup Summary Report What information is included in the Queue Wrapup Summary Report? - 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: - answer-1. Review long interactions. 2. Ask agents why interactions run long. 3. View wrap-up codes for transfers. What are Outbound Reports? - answer-Outbound reports provide you with a summary or detailed information regarding the activity and performance of outbound dialing campaigns. What report displays a daily breakdown of the results for one or more dialer campaigns during a specific date range? - answer-Dialer Campaign Success Results Report