Which view helps the supervisors to determine performance issues with a specific skill in one or more queues?
- A . Agents
- B . Queues Activity
- C . Skills Performance
- D . Interactions
C
Explanation:
Reference: https://help.mypurecloud.com/articles/skills-performance-view/
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 . Review interactions in which an agent’s performance varies significantly from the average.
- B . Learn the reason for long or short interactions.
- C . Focus on numerical results, which tend to encourage desirable results.
- D . Identify opportunities for improvement.
- E . Coach the agent on positive behaviors such as better call control.
- F . Train the agent to reduce handle time.
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
B
Explanation:
Reference: https://help.mypurecloud.com/articles/troubleshoot-reports/
Select the available templates for adding widgets to a performance dashboard. (Choose four.)
- A . Agent Status
- B . Grid
- C . Text
- D . Metric
- E . Interaction
- F . Chart
A,C,D,F
Explanation:
Reference: https://help.mypurecloud.com/articles/add-and-edit-performance-dashboards/
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
A
Explanation:
Reference: https://help.mypurecloud.com/articles/troubleshoot-reports/
Which of the following reports are aggregated daily? (Choose two.)
- A . Agent Metrics Export Report
- B . Agent Metrics Report
- C . Agent Login-Logout Details Report
- D . Agent Quality Details Report
How can we monitor the real-time statistics for all queues?
- A . Performance > Queues Activity
- B . Performance > My Queues Activity
- C . Performance > Queues Performance
- D . Performance > Queues
A
Explanation:
Reference: https://help.mypurecloud.com/articles/queues-activity-summary-view/
How is an Incoming Call represented in reports?
- A . Inbound
- B . Incoming
- C . Offered
- D . Calls Received
A
Explanation:
Reference: https://help.genesys.com/pureconnect/mergedprojects/wh_rh/desktop/account_code_call_detail_by_date_report.htm
Which definition matches the performance view for Dashboard?
- A . It is used to monitor real-time contact center metrics.
- B . It is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- C . It is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- D . It is used to view historical data only.
- E . It is used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
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.