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.

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

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

Which of the following statements are true? (Choose three.)

A. A queue report only counts interactions handled by an agent.

B. An Abandon is an interaction that disconnects before an agent handles it.

C. An agent-based report counts any interactions an agent worked with.

D. Each report contains a pre-defined set of metrics.

E. Reports can be created and then configured.

What will happen if too many reports run at the same time?

A. Reports run successfully

B. Reports will fail to run

C. Partial Reports will run

What is the metric called for the average amount of time an interaction waits in queue before an agent answers it?

A. AHT

B. ASA

C. ACW

D. ATT

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

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

A. True

B. False

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

After the report gets deleted, you can download it from the archived list.

A. True

B. False