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NEW QUESTION 11
The system automatically disables reports scheduled for Recurrence: Daily if they were not downloaded for
.
- A. 14 days
- B. 30 days
- C. 7 days
- D. 90 days
Answer: A
NEW QUESTION 12
You would like to see the performance metrics for the customer service queue parameters such as service level, the average speed of answer, and average talk time. Which reports provide detailed statistics about multimedia queue activity?
- A. Interaction Details reports
- B. Agent Metrics reports
- C. Queue Metrics reports
- D. Queue Wrap-up reports
Answer: C
NEW QUESTION 13
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: D
NEW QUESTION 14
Which of the following are available report file formats for export? (Choose three.)
- A. .pdf
- B. .docx
- C. .txt
- D. .xls
- E. .doc
- F. .xlsx
Answer: A,D,E
NEW QUESTION 15
How is an Incoming Call represented in reports?
- A. Incoming
- B. Inbound
- C. Offered
- D. Calls Received
Answer: B
NEW QUESTION 16
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 Supervisor
- C. Genesys Cloud User
- D. Genesys Cloud Reporting
Answer: D
NEW QUESTION 17
Reports provide only real-time information.
- A. False
- B. True
Answer: A
NEW QUESTION 18
Which of the following report is used to measure the time an agent spent not responding to alerting interactions and idle?
- A. Agent Activity Summary Report
- B. Agent Login-Logout Details Report
- C. Agent Metrics Report
- D. Agent Quality Details Report
Answer: A
NEW QUESTION 19
Which definition matches the performance and activity views for Queues?
- A. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- B. Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
- C. Used to monitor real-time contact center metrics.
- D. Used to view real-time and historical metrics, such as service level %, abandon %, customer waiting, and active agents.
- E. Used to view historical data only.
Answer: B
NEW QUESTION 20
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 21
Select the possible factors which increase the report runtime and failures. (Choose two.)
- A. Run reports during peak hours.
- B. Adjust report parameters so that report includes fewer agents, queues, and interactions.
- C. Ask every team member to run and save a copy of the report.
- D. Review and ensure the usage of scheduled reports.
Answer: A,D
NEW QUESTION 22
Your customizations in the interaction view remain in effect even if you leave and return to the view.
- A. True
- B. False
Answer: A
NEW QUESTION 23
After the report gets deleted, you can download it from the archived list.
- A. False
- B. True
Answer: A
NEW QUESTION 24
Rayan, as the supervisor, noticed some issues in the interactions handled by the agents. He exported the Agent Metrics report for detailed statistics to troubleshoot the issue. Identify the areas that would help him in resolving the problems. (Choose four.)
- A. Coach the agent on positive behaviors such as better call control.
- B. Review interactions in which an agent's performance varies significantly from the average.
- C. Train the agent to reduce handle time.
- D. Learn the reason for long or short interactions.
- E. Focus on numerical results, which tend to encourage desirable results.
- F. Identify opportunities for improvement.
Answer: A,B,C,D
NEW QUESTION 25
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