GCP-GC-REP Genesys Cloud Certified Professional - Reporting and Analytics Questions and Answers

A queue report only counts interactions handled by an agent.

An Abandon is an interaction that disconnects before an agent handles it.

An agent-based report counts any interactions an agent worked with.

Each report contains a pre-defined set of metrics.

Reports can be created and then configured.

(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

(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

(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

(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

Queue Metrics Report

Queue Wrap-up Summary Report

Queue Metrics Summary Report

Queue Metrics Interval Report

Agent Metrics Export Report

Agent Metrics Report

Agent Login-Logout Details Report

Agent Quality Details Report

AHT

ASA

ACW

ATT

Reports run successfully

Reports will fail to run

Partial Reports will run

20 mins

30 mins

40 mins

10 mins