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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Workforce Engagement and Management | 15% | - Workforce optimization
|
| Topic 2: Troubleshooting and Best Practices | 10% | - Operational support
|
| Topic 3: Genesys Cloud Platform Core Concepts | 20% | - Platform configuration basics
|
| Topic 4: Reporting, Analytics, and Dashboards | 15% | - Analytics tools
|
| Topic 5: Integrations and Extensions | 15% | - System integrations
|
| Topic 6: Routing and Interaction Management | 20% | - Omnichannel interactions
|
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NEW QUESTION # 21
While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.
Will this affect the metrics that Alex is monitoring?
Answer: A
Explanation:
Explanation
No, deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports in Genesys Cloud CX Performance menu. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. A queue report can help you measure and improve various aspects of your queue, such as:
* Service level
* Abandon rate
* Average speed of answer
* Average handle time
* Interaction volume
Deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports because:
* 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 inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An inactive agent does not affect the metrics in queue reports because they do not contribute to various metrics and details related to queue performance and activities, such as:
* Offered count
* Answered count
* Abandoned count
* Transfer count
References: 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/agent-status-overview/
NEW QUESTION # 22
Which of the following best defines the performance view for Queues?
Answer: D
Explanation:
Reference:
The performance view for Queues is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents in Genesys Cloud CX Performance menu. The performance view for Queues is a view that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. The performance view for Queues can help you measure and improve various aspects of your queue performance and activities, such as:
Service level
Abandon rate
Average speed of answer
Average handle time
Interaction volume
The performance view for Queues is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents 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.
Historical metrics are metrics that show the past data for agents, queues, skills, interactions, and flows. Historical metrics are stored every 10 minutes in Genesys Cloud CX Performance menu . You can see the historical values of various metrics by using the date filter or the pre-set day filter.
Service level % is a metric that shows the percentage of interactions that were answered within a target time threshold during a specified period of time. Service level % can help you measure the quality and efficiency of your queue performance and activities. You can see the real-time and historical service level % of a queue in the performance view for Queues.
Abandon % is a metric that shows the percentage of interactions that were abandoned by the customer or caller before reaching an agent during a specified period of time. Abandon % can help you measure the quality and efficiency of your queue performance and activities. You can see the real-time and historical abandon % of a queue in the performance view for Queues.
Customers waiting is a metric that shows the number of customers or callers who are currently waiting in a queue to be connected to an agent. Customers waiting can help you measure the demand and capacity of your queue performance and activities. You can see the real-time customers waiting of a queue in the performance view for Queues.
Active agents is a metric that shows the number of agents who are currently logged in to Genesys Cloud CX and are available to handle interactions in a queue. Active agents can help you measure the availability and productivity of your queue performance and activities. You can see the real-time active agents of a queue in the performance view for Queues.
NEW QUESTION # 23
You can use Regular Expressions to create Number Plans
Answer: B
Explanation:
Genesys Cloud CX allows for the use of Regular Expressions in the creation of Number Plans. This capability provides a powerful and flexible way to define and manage dialing patterns and rules within the system, enabling complex call routing strategies and ensuring that calls are handled in the most efficient manner possible.
NEW QUESTION # 24
Which feature enables a voice interaction to interrupt an email interaction?
Answer: A
NEW QUESTION # 25
Which view helps supervisors analyze performance issues with a specific skill in one or more queues?
Answer: B
Explanation:
Reference:
The Skills Performance view helps supervisors analyze performance issues with a specific skill in one or more queues. It shows metrics such as service level, average speed of answer, average handle time, and abandonment rate for each skill. Supervisors can use this view to identify skills that need more training or staffing. Reference: https://help.mypurecloud.com/articles/skills-performance-view/
NEW QUESTION # 26
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