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NEW QUESTION 1
After Call Work for callback interactions is always.
- A. One
- B. Based on the agent status
- C. Zero
- D. Two
Answer: C
NEW QUESTION 2
Which of the following are available report file formats for export? (Choose three.)
- A. .doc
- B. .xls
- C. .txt
- D. .docx
- E. .xlsx
- F. .pdf
Answer: ABF
NEW QUESTION 3
Which of the following reports are aggregated daily? (Choose two.)
- A. Agent Metrics Export Report
- B. Agent Metrics Report
- C. Agent Login-Logout Details Report
- D. Agent Quality Details Report
Answer: BC
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
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 6
How is an Incoming Call represented in reports?
- A. Inbound
- B. Incoming
- C. Offered
- D. Calls Received
Answer: A
NEW QUESTION 7
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
NEW QUESTION 8
The system automatically disables reports scheduled for Recurrence: Daily if they were not downloaded for.
- A. 14 days
- B. 90 days
- C. 7 days
- D. 30 days
Answer: A
NEW QUESTION 9
How can we monitor the real-time statistics for all queues?
- A. Performance > Queues Activity
- B. Performance > My Queues Activity
- C. Performance > Queues Performance
- D. Performance > Queues
Answer: A
NEW QUESTION 10
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 11
What is the time interval for tracking metrics in Genesys Cloud?
- A. 20 mins
- B. 30 mins
- C. 40 mins
- D. 10 mins
Answer: B
NEW QUESTION 12
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