NEW QUESTION 1
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 2
What is the maximum limit for creating performance dashboards for private users?

• A. 10
• B. 15
• C. 20
• D. 25

Answer: C

NEW QUESTION 3
Select the available templates for adding widgets to a performance dashboard. (Choose four.)

• A. Agent Status
• B. Grid
• C. Text
• D. Metric
• E. Interaction
• F. Chart

Answer: ABDF

NEW QUESTION 4
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 5
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 6
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 7
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 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
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

Answer: D

NEW QUESTION 10
After Call Work for callback interactions is always.

• A. One
• B. Based on the agent status
• C. Zero
• D. Two

Answer: C

NEW QUESTION 11
Which of the following views can help supervisors to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues?

• A. Agents Wrap-Up Interval Detail
• B. Agents Schedule Detail
• C. Agents Wrap-Up Detail
• D. Agents Interactions Detail

Answer: C

NEW QUESTION 12
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