genesys gcp-gc-rep practice test

Reporting and Analytics

Last exam update: Dec 02 ,2025
Page 1 out of 3. Viewing questions 1-15 out of 35

Question 1

Which definition matches the performance view for Agents?

  • A. Used to monitor real-time contact center metrics.
  • B. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
  • C. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
  • D. Used to view historical data only.
  • E. Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
Mark Question:
Answer:

C

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Question 2

Which of the following report is used to measure the time an agent spent not responding to alerting
interactions and idle?

  • A. Agent Metrics Report
  • B. Agent Activity Summary Report
  • C. Agent Login-Logout Details Report
  • D. Agent Quality Details Report
Mark Question:
Answer:

B


Reference:
https://help.mypurecloud.com/articles/agent-activity-summary-report/

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Question 3

Which view displays current metrics and information about the queues if you have a membership?

  • A. Queues Activity
  • B. Queues Performance
  • C. My Queues Activity
  • D. Queues
Mark Question:
Answer:

A


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

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Question 4

What will be the agent’s user status in the interaction view when you change an agent’s queue status
from On Queue to Off Queue?

  • A. Available
  • B. Busy
  • C. Away
  • D. Break
Mark Question:
Answer:

D


Reference:
https://help.mypurecloud.com/articles/onqueue-offqueue/

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Question 5

Sam wants to install the reporting app on his iPad for accessing the metrics. Help him by choosing
the right one.

  • A. Genesys Cloud Admin
  • B. Genesys Cloud User
  • C. Genesys Cloud Reporting
  • D. Genesys Cloud Supervisor
Mark Question:
Answer:

C

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Question 6

You just ran the Queue Metrics Interval report and unsure how the average speed of answer (ASA)
was calculated. Where can you find this information for Genesys Cloud Contact Center?

  • A. Resource Center
  • B. Google
  • C. Contact Center User Manual
  • D. CIC Data Dictionary
Mark Question:
Answer:

A

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Question 7

Which of the following metrics are only related to Inbound interactions handled by a queue? (Choose
five.)

  • A. Offer
  • B. Answer%
  • C. Service Level%
  • D. ASA
  • E. Avg Handler
  • F. Avg Wait
  • G. Hold
  • H. Transfer
Mark Question:
Answer:

ABCDF


Reference:
https://developer.genesys.cloud/forum/t/asa-calculation-queues-report/4940

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Question 8

What is the time interval for tracking metrics in Genesys Cloud?

  • A. 20 mins
  • B. 30 mins
  • C. 40 mins
  • D. 10 mins
Mark Question:
Answer:

B


Reference:
https://developer.genesys.cloud/api/rest/v2/analytics/metrics

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Question 9

Which of the following statements are true? (Choose three.)

  • A. A queue report only counts interactions handled by an agent.
  • B. An Abandon is an interaction that disconnects before an agent handles it.
  • C. An agent-based report counts any interactions an agent worked with.
  • D. Each report contains a pre-defined set of metrics.
  • E. Reports can be created and then configured.
Mark Question:
Answer:

BDE

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Question 10

What will happen if too many reports run at the same time?

  • A. Reports run successfully
  • B. Reports will fail to run
  • C. Partial Reports will run
Mark Question:
Answer:

B


Reference:
https://help.mypurecloud.com/articles/troubleshoot-reports/

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Question 11

Select the available templates for adding widgets to a performance dashboard. (Choose four.)

  • A. Agent Status
  • B. Grid
  • C. Text
  • D. Metric
  • E. Interaction
  • F. Chart
Mark Question:
Answer:

ABDF


Reference:
https://help.mypurecloud.com/articles/add-and-edit-performance-dashboards/

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Question 12

While Alex monitors the queue reports, Sam deleted an inactive agent from the queue. Will this
affect the metrics?

  • A. Yes
  • B. No
Mark Question:
Answer:

A


Reference:
https://help.mypurecloud.com/faqs/how-do-active-inactive-and-deleted-users-affect-
reports-and
- performance-views/

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Question 13

What is the metric called for the average amount of time an interaction waits in queue before an
agent answers it?

  • A. AHT
  • B. ASA
  • C. ACW
  • D. ATT
Mark Question:
Answer:

B


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

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Question 14

How is Service Level calculated by default?

  • A. (Number of answered interactions – number of answered interactions that miss the service level target) / ((Number of answered interactions + number of offered interactions) + (Calculation Option Switch Setting (s)))*100
  • B. (Number of answered interactions + number of answered interactions that miss the service level target) / ((Number of answered interactions + number of offered interactions) + (Calculation Option Switch Setting (s)))*100
  • C. (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
  • D. (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
Mark Question:
Answer:

C


Reference:
https://help.mypurecloud.com/articles/configure-the-service-level-calculation/

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Question 15

The system automatically disables reports scheduled for Recurrence: Daily if they were not
downloaded for
.

  • A. 14 days
  • B. 90 days
  • C. 7 days
  • D. 30 days
Mark Question:
Answer:

A


Reference:
https://help.mypurecloud.com/articles/troubleshoot-reports/

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