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The Genesys Cloud Certified Professional - Reporting and Analytics exam provide an in-depth look at past metrics and data about a contact center through reports and Dashboards. This exam also covers the report to choose for the needs that help you visualize the performance of the center.

The Genesys Cloud Certified Professional - Reporting and Analytics exam validates the candidates understanding of how to work with setup and running reports about interaction, agent and contact center metrics as well as monitor the real-time activity for the contact center, including service level, ASA, and the number of customers interacting and waiting. View assigned and completed interactions, monitor evaluation and calibration activity for the contact center.

Note: The Genesys Cloud Certified Professional (GCP-GC) certification is obtained by completing the following three exams (Contact Center Admin, Implementation, and Reporting & Analytics). Genesys Cloud Certified Associate (GCA) certification is a prerequisite for GCP.

Number of Questions: 35

Duaration: 120 Minutes

Passing Score: 65%

Exam Language: English

Exam Mode: proctored

Type: Multiple Choice, Multiple Select, True/ False, and Matching Questions 

Introduction to Reporting and Analytics

Genesys Cloud Reports

Working with Reports and Troubleshooting 

Dynamic Views

Which report calculates a Monthly Service Level?

A.Queue Metrics Report

B.Queue Wrap-up Summary Report

C.Queue Metrics Summary Report

D.Queue Metrics Interval Report

Answer : C

After the report gets deleted, you can download it from the archived list.

A.True

B.False

Answer : B

Your customizations in the interaction view remain in effect even if you leave and return to the view.

A.True

B.False

Answer : A

How many days does the report exist after you run it?

A.60

B.70

C.80

D.90

Answer : A

Which definition matches the performance view for Dashboard?

A.It is used to monitor real-time contact center metrics.

B.It is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.

C.It is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.

D.It is used to view historical data only.

E.It is used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

Answer : B

Which definition matches the performance and activity views for Queues?

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 %, customer 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.

Answer : E