Genesys Cloud Reporting and Analytics Practice Test

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• Does the Abandon Intervals Metrics View update automatically?
• Which action could help troubleshoot report failures by reducing load?
• Which view shows statistics based on the skills and languages assigned to interactions as they enter a queue?
• Which report would you use to quickly see how much time an agent spends on queue and is available to handle interactions?
• Are SMS campaigns supported in the Dialer reports?
• What is system disposition?
• What options can you access when you hover over a created dashboard?
• What is the main purpose of Performance Dashboards?
• What is a Non-ACD interaction?
• Which of the following about the agent who started or answered the interaction is included in the Interaction Details Report?
• Which report would you use to view the wrap-up codes used by agents?
• Which statuses are included in the total ACD calculation?
• In Genesys Cloud, metric statistics are tracked in what interval?
• Does the Dialer Campaign Success Results Report count dials placed in preview mode?
• What are the four tabs in the Queues view?
• What is Service Level %?
• How many entities can you export at a time in aggregate Performance views?
• Which tab displays a list of interactions specific to the queue?
• On-Queue versus Off-Queue times: which statement correctly contrasts them?
• How long does Genesys Cloud keep previously run reports before automatic deletion?
• What information is included in the User Status Detail Report?
• What does total ACD represent in contact center metrics?
• How many Date Span intervals can you display in your dashboard?
• Which statement is true about the availability of the Supervisor App?
• Which report displays detailed user status statistics with a time notation for each status change that the user makes? It includes On Queue status and all off queue statuses, such as Meal and Away.
• What information does the Activity tab primarily display?
• What are compliance abandons?
• Which statement best describes updates in the Activity tab?
• Does the User Status Detail Report include specifics about queue activity such as interacting, idle, and not responding?
• If a report has not completed, can you download it?
• Which of these is listed as a queue status example?
• Do agents that are active, inactive, or deleted impact the metrics in queue reports?
• Which metric is not included in the Dialer Campaign Success Results Reports?
• Outbound Reports are designed to provide information about which activity?
• What information is included in the Dialer Campaign Detailed Attempt History Report?
• When configuring a report, which statement is true?
• How many queues can you filter a widget by?
• To review historical and real-time metrics for the contact center, queues, agents, interactions, what should you use?
• If you choose one full-width widget in a row, what happens?
• Which report would you consult to see the duration an interaction spent in a queue?
• Which information is included in the Interaction Details Report regarding the queue?
• Under which condition will a report NOT be disabled?
• Are outbound dialing times included in Total Handle Time?
• Idle status is defined as which of the following?
• In a consult between two agents, the interaction record appears as
• Which action is NOT part of the recommended steps to troubleshoot report failures?
• What should you consider to determine the best time to run a report?
• Which component is included in Total Handle Time for inbound interactions besides talk time?
• Which action allows you to observe ongoing conversations in the Activity tab?
• What information is included in the Interaction Details Report?
• You can manually run a report after you save the report settings by using:
• In the view, the skills and languages selected for interactions display as?
• Does the Interaction Details Report include interactions that are currently being handled by an agent?
• Which statement is true about unused reports and system load?
• Which statement describes saving a dynamic view for quick access?
• Which report displays the start time, end time, and duration of logged-in time for one or more agents?
• When does Genesys Cloud automatically delete the exported file from your inbox?
• Which capability does the Supervisor iOS App have?
• Which of the following is a performance metric included in the Queue Metrics Daily Report?
• Which action describes downloading data for analysis or sharing in Dynamic Views?
• What is Total Handle Time?
• What report includes graphs that illustrate by day the interactions offered, answered, and abandoned?
• From the perspective of Genesys Cloud reports, is a queue considered a standalone entity?
• Which view shows information about multiple agents?
• When exporting using the View as group option in the aggregate detail views, you are limited to:
• In aggregate Performance views, you can export at most how many entities per export?
• Which customization option would you use to control which columns are shown in a view?
• Which statement about the Interactions tab is true?
• Which action can you perform in the Activity tab?
• Which scenario indicates a report may require more resources?
• Which report would you consult to analyze wrap-up code usage across multiple queues?
• What does it mean if Interactions have no data in the Duration, DNIS, or System Disposition columns?
• What does the Abandon Intervals Metrics View enable you to see?
• What are offered interactions?
• What is the service level percentage calculation?
• Which report displays outbound interaction attempts for one or more campaigns during a specific date and time range, including details such as caller ID and wrap-up time?
• How many dashboards can you create?
• Which statement best describes the 'None' group in skill-language display?
• Which statement best describes how queue metrics differ from agent metrics?
• Which action updates the latest data without waiting for the scheduled run?
• If an interaction does not require any skills or languages, which statement is true?
• What are Outbound Reports?
• Which action is recommended to reduce hourly reports?
• What do you need in order to configure a Web Content widget?
• To activate an agent for a queue, what must be true?
• Which widget allows you to view online content such as streaming videos, real-time charts, news feeds, social media, and more, bringing interactive content into your dashboard?
• What are flow-outs?
• Which report displays details about interactions for one or more agents during a specific date and time range?
• How many adherence statuses are defined?
• Which statement about compliance abandons is accurate?
• What is the purpose of Report History?
• What are total contacts?
• Which view shows a detailed list of an agent's wrap-up periods?
• What does the Service Level target 80/20 mean in practice?
• If you change the service level calculation, can past data in views reflect the new calculation?
• Which of the following is an example of queue status?
• What is an Agent Report?
• Real-time updates stop while which condition is active?
• Daily recurring: a report is disabled after how many consecutive days without download?
• Which option best describes the On-Queue statement?
• Which statement describes the layout rule for rows?
• What is the Average Speed of Answer (ASA) metric?
• What are the available report file formats?
• What is time to agent?
• What report displays the wrap-up codes that agents used for interactions in one or more queues during a specific date and time range?
• Can you download a report after Genesys Cloud deletes it?
• In the service level percentage calculation, what happens to interactions that miss the service level target?
• Which option would NOT cause a report to require more system resources?
• Which of the following is NOT a view customization?
• If the agent is still On Queue, what must you do before logging off the agent?
• How many public dashboards can a user have access to?
• Which report would you use to view login-logout times across multiple agents?
• For immediate, at-a-glance monitoring of key indicators and metrics, which should you use?
• Which view would you select to review a single agent's status and upcoming schedule?
• Is there a Supervisor App version for Android devices?
• Does on-queue time always equal total ACD time?
• Which report displays detailed statistics about multimedia queue activity for one or more queues during a date and time range?
• When you change the service level calculation, what happens to data in past dates and future reports?
• What options can you access when you view a dashboard?
• Which option would you select to view the dashboard in fullscreen?
• The Waiting list and Interacting lists show a maximum of how many interactions per media type across both lists?
• What is a Queue report?
• To view real-time and historical queue metrics, go to one of the following views:
• Which of the following is NOT a metric you can display on performance dashboards?
• Which option is NOT listed as something you can do in the Activity tab?
• What does the Agent Metrics report display for each agent?
• In aggregate detail views, the "View as group" export is limited to:
• Dynamic views give you the ability to:
• How many single-cell widgets can a row contain?
• Which tab would you use to view current and past activity statistics for the queue?
• What is the primary purpose of monitoring agent status and presence in customer service operations?
• In the Performance tab, what happens when you click a metric at the top?
• What do the arrows indicate in the Dialer Campaign Success Results Report?
• How does Genesys Cloud recalculate service level changes for reporting data?
• Off-Queue is defined as which of the following?
• Determine the optimal time to run the report based on:
• What report displays agents' evaluation results for conversations that started during the range specified in the report's parameters?
• If the Dialer Campaign Success Results report includes more than one dialer campaign, what happens to the totals?
• Status refers to?
• Do export reports have a Total Hold column?
• Which statement correctly defines On-Queue?
• Are interactions where the agent did not interact included in the Interaction 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?
• Which of the following is true about exporting data?
• Can you export data only from specific columns?
• Under which conditions is Time to Agent empty?
• Which statement best defines On-Queue?
• Presence refers to?
• Which statement about wrap-up code in the Dialer Campaign Detailed Attempt History Report is true?
• Is it possible for user statuses and routing statuses to sum to more than the total number of agents in the queue?
• Which report includes the wrap-up time spent on the interaction?
• Which of the following are examples of user status?
• Which report displays a daily breakdown of the results for one or more dialer campaigns during a specific date range?
• Which 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?
• Which view specifically presents the detailed interactions for a single agent?
• What is the goal of monitoring agent status and presence?
• What is the role of Calculation Option Switch Setting(s) in the service level formula?
• What is the default length for Short Abandon columns?
• Which of the following is included in the Queue Wrapup Summary Report?
• Does Genesys Cloud automatically disable unused reports to reduce load on the system?
• Which of the following is a metric you can display on performance dashboards?
• Which of the following is a recommended step after identifying areas of concern?
• If an agent's queue status is changed from On Queue to Off Queue, what happens to the agent's user status?
• Which information is included in the Dialer Campaign Success Results Reports include?
• Which view would you use to see a single agent's schedule?
• What does the Agents tab show?
• Which statement describes the primary purpose of the Agent Activity Summary Report?
• What provides current, critical data about your contact center's operations?
• Which action is not available in the Agents tab?
• Dynamic views offer capabilities related to data dates. Which statement is correct?
• How long after it runs can you still download from its history?
• A consult with two agents appears as:
• Which condition would NOT typically cause a report to fail due to resource constraints?
• How many rows of widgets can you create?
• When can you download a report?
• Which statement best describes the difference between the two reports?
• Do the .xls and .xlsx file formats of the Agents Metrics Export report have a page footer?
• What is DNIS?
• What is time to flow?
• How are time metrics categorized in the Queue Metrics Daily Report?