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Question #31

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 predefined set of metrics.
E . Reports once created cannot be configured.

Richtige Antwort: ABD
ABD

Explanation:

A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with, an Abandon is an interaction that disconnects before an agent handles it, and each report contains a predefined set of metrics are three true statements about reports in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX.

A report can help you measure and improve various aspects of your contact center, such as:

Agent performance

Queue performance

Interaction quality

Customer satisfaction

Workforce management

Some true statements about reports are:

A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues.

This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as:

An interaction spends time in multiple queues

An interaction abandons before an agent handles it

An agent is a member of more than one queue

An Abandon is an interaction that disconnects before an agent handles it. This means that the interaction was offered to a queue or an agent, but the customer or caller disconnected before reaching an agent.

An Abandon can affect various metrics, such as:

Abandon Count

Abandon Rate

Service Level

Average Speed of Answer

Each report contains a predefined set of metrics. This means that each report has a specific purpose and scope, and shows only the relevant metrics for that purpose and scope.

You cannot add or remove metrics from a report, but you can set various parameters for reports, such as:

Which users or queues to include

Which media types to include

What date range to report on

When to run the report

Some false statements about reports are:

Offered always equals Answered plus Abandoned plus Transfer.

This is not always true, because some interactions may not be counted as Answered, Abandoned, or Transfer for various reasons, such as:

The interaction was transferred to voicemail after a timeout

The interaction was transferred to another queue or resource group

The interaction was handled by an IVR or a bot

Reports once created cannot be configured. This is not true, because you can configure reports by editing or deleting them in Genesys Cloud CX Performance menu.

You can also configure reports by changing various options, such as:

Report name

Report format

Report frequency

Report recipients

Reference:

https://help.mypurecloud.com/articles/reports-overview/

https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by-design/

https://help.mypurecloud.com/articles/why-does-the-offered-metric-not-always-equal-the-answered-plus-abandoned-metrics/

https://help.mypurecloud.com/articles/edit-a-report/

Question #32

Which of the following reports display the number of interactions handled by an agent per day? (Choose two.)

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

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Question #33

A dynamic report on Genesys Cloud CX is a customizable report that allows the user to select the data and metrics that they want to include in the report and how it is presented

A . True
B . False

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Question #34

You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.

A . True
B . False

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Question #35

Which of the following operating systems are supported by Genesys Cloud CX mobile applications? (Choose two.)

A . Harmony OS
B . iOS
C . Windows 10 Mobile
D . Android

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Question #36

Which view displays current metrics and information about queues if you have a membership?

A . Queues Activity
B . Queues Performance
C . My Queues Activity
D . Queues

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Question #37

Eva, a contact center supervisor, wants to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues.

Which of the following views can help Eva identify such issues?