examen gneesys cloud páss4future

Which view helps supervisors analyze performance issues with a specific skill in one or more queues?

• Agents
• Queues Activity
• Skills Performance
• Interactions

Which of the following best defines the performance view for Queues?

• Used to monitor real-time contact center metrics.
• Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
• Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
• Used to view historical data only.

Your customizations in the interaction view remain in effect even if you leave the view and returnto it later.

• True
• False

Which of the following best defines the performance view for Agents?

• Used to monitor real-time contact center metrics.
• Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
• Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
• Used to view historical data only.

Which report displays the length of each session for one or more agents over a specified period of time?

• Agent Activity Summary Report
• Agent Metrics Report
• Agent Login-Logout Details Report
• Agent Quality Details Report

Sam wants to install the reporting app on his iPad to access metrics. Which of the following apps does he need to install?

• Genesys Cloud CX Admin
• Genesys Cloud CX User
• Genesys Cloud CX Reporting
• Genesys Cloud CX Supervisor

While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue. Will this affect the metrics that Alex is monitoring?

• yes
• no

Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.

• IVR
• Abandon
• Flow-outs
• Disconnect

Genesys Cloud CX tracks metric statistics in __________ minute intervals.

• 20
• 30
• 45
• 10

The status of agents, whether active or inactive, does not impact metrics in queue reports, however, active agents appear on/affect agent reports.

• True
• False