Exam (elaborations)

Genesys Cloud Reporting & Analytics Questions with solutions 100% solved

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Genesys GCP-GCX

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Genesys GCP-GCX

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Uploaded on September 26, 2024
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genesys cloud reporting analytics
questions with solutions 100 solved

Institution Genesys GCP-GCX
Course Genesys GCP-GCX

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Genesys Cloud Reporting & Analytics
Questions with solutions 100% solved

For immediate, at-a-glance monitoring of key indicators and metrics what should you use?

Performance Dashboards

To review historical and real-time metrics for the contact center, queues, agents, interactions,

what should you use? Dynamic Views

Dynamic views give you the ability to: 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? 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.

, Genesys Cloud Reporting & Analytics
Questions with solutions 100% solved
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? No, it is currently only available

for iOS devices.

From the perspective of Genesys Cloud reports (in relations to queues): a queue is a

standalone entity

Queue metrics and agent metrics can differ for the following reasons: 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.

, Genesys Cloud Reporting & Analytics
Questions with solutions 100% solved
What are offered interactions? Answered, abandoned, or flow-out interactions

What are flow-outs? Interactions that enter and leave a queue without getting answered

by an agent or disconnected

What is Service Level %? 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? 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: 30-minute intervals

How does Genesys Cloud recalculate service level changes for reporting data? For

reports, any report generated after the service level change will use the updated calculation.

, Genesys Cloud Reporting & Analytics
Questions with solutions 100% solved

Do agents that are active, inactive or deleted impact the metrics in queue reports? No

What is an Agent Report? 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: 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? No

What is the service level percentage calculation? (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

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