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Genesys Cloud Reporting & Analytics: Questions With Verified Solutions
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Genesys Cloud Reporting & Analytics: Questions With Verified Solutions
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Genesys Cloud Reporting & Analytics: Questions WithVerified Solutions
For immediate, at-a-glance monitoring of key indicators and metrics what
should you use? Right Ans - Performance Dashboards
To review historical and real-time metrics for the contact center, queues,
agents, interactions, what should you use? Right Ans - Dynamic Views
Dynamic views give you the ability to: Right Ans - 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? Right Ans - 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? Right Ans - No, it is
currently only available for iOS devices.
From the perspective of Genesys Cloud reports (in relations to queues):
Right Ans - a queue is a standalone entity
Queue metrics and agent metrics can differ for the following reasons: Right
Ans - 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? Right Ans - Answered, abandoned, or flow-
out interactions
What are flow-outs? Right Ans - Interactions that enter and leave a queue
without getting answered by an agent or disconnected
What is Service Level %? Right Ans - 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? Right Ans - 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: Right Ans - 30-minute intervals
How does Genesys Cloud recalculate service level changes for reporting data?
Right Ans - 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? Right Ans - No
What is an Agent Report? Right Ans - 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: Right Ans - 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? Right Ans - No
What is the service level percentage calculation? Right Ans - (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? Right Ans - 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? Right Ans - 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? Right Ans - Agent Login-Logout Details Report
What does the Agent Metrics report display for each agent? Right Ans - -
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?
Right Ans - Agent Metrics Export Report
Do the .xls and .xlsx file formats of the Agents Metrics Export report have a
page footer? Right Ans - 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? Right Ans - 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? Right Ans - Agent Activity Summary Report
What details can the Agent Activity Summary Report identify? Right Ans - -
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? Right Ans - 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? Right Ans - 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? Right Ans - This routing status represents agents who
are On Queue and able to take interactions but are not working with
interactions.
What is total ACD? Right Ans - The amount of time that an agent spent in
the Interacting, Idle, and Not Responding statuses.
What is a Queue report? Right Ans - 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? Right Ans - Queue
Metrics Daily Report
What activity is shown in the Queue Metrics Daily Report? Right Ans - -
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? Right Ans - No
What report includes graphs that illustrate by day the interactions offered,
answered, and abandoned? Right Ans - Queue Metrics Summary Report
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