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.Contact Center User Manual
• B.CIC Data Dictionary
• C.Resource Center
• D.Google

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Which report calculates a Monthly Service Level?

• A.Queue Metrics Report
• B.Queue Metrics Summary Report
• C.Queue Wrap-up Summary Report
• D.Queue Metrics Interval Report

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Which of the following report is used to measure the time an agent spent not responding to alerting interactions and idle?

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

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

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After Call Work for callback interactions is always .

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

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