Free Genesys GCP-GCX Übungsprüfungen - Seite 3 von 6

Question #21

Which of the following best defines 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.

Richtige Antwort: B
B

Explanation:

The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW in Genesys Cloud CX Performance menu. The performance view for Agents is a view that shows various metrics and details related to agent performance and activities in Genesys Cloud CX.

The performance view for Agents can help you measure and improve various aspects of your agent performance and activities, such as:

Availability

Productivity

Quality

Conduct

Satisfaction

The performance view for Agents is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW because:

Real-time metrics are metrics that show the current data for agents, queues, skills, interactions, and flows. Real-time metrics are updated every 10 minutes in Genesys Cloud CX Performance menu. You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.

Status is a metric that shows the current state of an agent in Genesys Cloud CX. Status can indicate whether an agent is available to handle interactions, busy with an interaction, or away from their workstation. Status can also indicate the reason why an agent is away or busy. You can see the current status of an agent in the performance view for Agents.

Time in status is a metric that shows the amount of time (HH:MM: SS) that an agent has spent in their current status. Time in status can help you measure the availability and productivity of an agent. You can see the current time in status of an agent in the performance view for Agents.

Calls answered is a metric that shows the number of calls that an agent has answered during a specified period of time. Calls answered can help you measure the productivity and quality of an agent. You can see the current calls answered by an agent in the performance view for Agents.

Average talk time is a metric that shows the average amount of time (HH:MM: SS) that an agent has spent talking with customers during a specified period of time. Average talk time can help you measure the productivity and quality of an agent. You can see the current average talk time of an agent in the performance view for Agents.

Average ACW is a metric that shows the average amount of time (HH:MM: SS) that an agent has spent performing after-call work (ACW) during a specified period of time. ACW is the work that an agent does after completing an interaction, such as updating records or sending emails. Average ACW can help you measure the productivity and quality of an agent. You can see the current average ACW of an agent in the performance view for Agents.

Reference:

https://help.mypurecloud.com/articles/performance-dashboards-overview/

https://help.mypurecloud.com/articles/agents-performance-views-overview/

https://help.mypurecloud.com/articles/agent-status-overview/

Question #22

Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?

A . Disable Location Detection
B . Password Expiration
C . Disable Genesys Cloud CX Login
D . Open Admission

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Question #23

Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?

A . Average Handle Time
B . Average Speed of Answer
C . After Call Work
D . Average Talk Time

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Question #24

If you have not configured an email address to report issues to, Genesys Cloud CX:

A . Automatically creates an email address and routes all such emails to this address.
B . Does not route the emails to any email address.
C . Sends the emails to anyone who has the admin role assigned in your organization.
D . Collects such emails and stores it until an email address to report issues is configured.

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Question #25

Alerts that have been read are not included in the alert count, even if they are still active.

A . True
B . False

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Question #26

If the issue reporting email address is not set up in the Genesys Cloud CX system, any employee with an administrative role within the organization will receive the email.

A . True
B . False

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Question #27

Which report displays the length of each session for one or more agents over a specified period of time?

A . Agent Activity Summary Report
B . Agent Metrics Report
C . Agent Login-Logout Details Report
D . Agent Quality Details Report

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Question #28

Which options can be configured when setting up a queue? (Choose two.)

A . Wrap-up Codes
B . ACD Skills
C . Utilization
D . Alerting Timeout
E . Inbound Flows

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Question #29

Which of the following types of interactions can be configured for Recording Policies?

A . Call
B . Chat
C . Email
D . Message
E . All of the above

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Question #30

Profiles can contain various types of information about people in the organization.

Why it is essential to have employees complete their profile information?

A . Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.
B . The education information can be verified against the human resources database.
C . The profile information can be used to keep Linkedin details updated.
D . When employees have free time, they can review biographies of their peers.

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