Which of the following metrics are only related to Inbound interactions handled by a queue?
Which of the following metrics are only related to Inbound interactions handled by a queue? (Choose five.) A. Offer B. Answer% C. Service Level% D. ASA E. Avg Handler F. Avg Wait G. Hold H. Transfer Reference: https://developer.genesys.cloud/forum/t/asa-calculation-queues-report/4940
You just ran the Queue Metrics Interval report and unsure how the average speed of answer (ASA) was calculated
You just ran the Queue Metrics Interval report and unsure how the average speed of answer (ASA) was calculated. Where can you find this information for Genesys Cloud Contact Center? A. Resource Center B. Google C. Contact Center User Manual D. CIC Data Dictionary
Sam wants to install the reporting app on his iPad for accessing the metrics.
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
What will be the agent’s user status in the interaction view when you change an agent’s queue status from
What will be the agent’s user status in the interaction view when you change an agent’s queue status from On Queue to Off Queue? A. Available B. Busy C. Away D. Break Reference: https://help.mypurecloud.com/articles/onqueue-offqueue/
Which view displays current metrics and information about the queues if you have a membership?
Which view displays current metrics and information about the queues if you have a membership? A. Queues Activity B. Queues Performance C. My Queues Activity D. Queues Reference: https://help.mypurecloud.com/articles/my-queues-activity-view/
Which of the following report is used to measure the time an agent spent not responding to alerting interactio
Which of the following report is used to measure the time an agent spent not responding to alerting interactions and idle? A. Agent Metrics Report B. Agent Activity Summary Report C. Agent Login-Logout Details Report D. Agent Quality Details Report Reference: https://help.mypurecloud.com/articles/agent-activity-summary-report/
Which definition matches the performance view for Agents?
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 […]