NEW QUESTION 1
How many days does the report exist after you run it?

• A. 60
• B. 70
• C. 80
• D. 90

Answer: A

NEW QUESTION 2
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 3
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

Answer: A

NEW QUESTION 4
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

Answer: ABCDF

NEW QUESTION 5
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

• A. True
• B. False

Answer: B

NEW QUESTION 6
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 7
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

Answer: A

NEW QUESTION 8
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. Review interactions in which an agent’s performance varies significantly from the average.
• B. Learn the reason for long or short interactions.
• C. Focus on numerical results, which tend to encourage desirable results.
• D. Identify opportunities for improvement.
• E. Coach the agent on positive behaviors such as better call control.
• F. Train the agent to reduce handle time.

Answer: ABEF

NEW QUESTION 9
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 10
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 11
What is the maximum limit for creating performance dashboards for private users?

• A. 10
• B. 15
• C. 20
• D. 25

Answer: C

NEW QUESTION 12
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