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NEW QUESTION 1
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
Answer: ABDF
NEW QUESTION 2
Jose created and saved an agent report. He did not configure some of the options, and the current status of this report is Disabled. How can he enable this report?
- A. Reports> Report Editor> Report Generation Time> Schedule
- B. Reports> Report Editor> Report Generation Time> Now
- C. Reports> Report Editor> Report Generation Time> Schedule Properties
- D. Reports> Report Editor> Report Generation Time> Recurrence
Answer: D
NEW QUESTION 3
Reports provide only real-time information.
- A. True
- B. False
Answer: B
NEW QUESTION 4
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
NEW 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
Answer: C
NEW QUESTION 6
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
NEW QUESTION 7
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
- A. True
- B. False
Answer: B
NEW QUESTION 8
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.
Answer: C
NEW QUESTION 9
Which of the following views can help supervisors to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues?
- A. Agents Wrap-Up Interval Detail
- B. Agents Schedule Detail
- C. Agents Wrap-Up Detail
- D. Agents Interactions Detail
Answer: C
NEW QUESTION 10
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
Answer: B
NEW QUESTION 11
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
Answer: C
NEW QUESTION 12
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