What will be the agent's user status in the interaction view when you change an agent's queue status from On Queue to Off Queue?

A. Available

B. Busy

C. Away

D. Break

What is the time interval for tracking metrics in Genesys Cloud?

A. 20 mins

B. 30 mins

C. 40 mins

D. 10 mins

How is Service Level calculated by default?

A. (Number of answered interactions ?number of answered interactions that miss the service level target) / ((Number of answered interactions + number of offered interactions) + (Calculation Option Switch Setting(s)))*100

B. (Number of answered interactions + number of answered interactions that miss the service level target) / ((Number of answered interactions + number of offered interactions) + (Calculation Option Switch Setting(s)))*100

C. (Number of answered interactions ?number of answered interactions that miss the service level target) / ((Number of answered interactions + number of abandoned interactions) + (Calculation Option Switch Setting(s)))*100

D. (Number of answered interactions + number of answered interactions that miss the service level target) / ((Number of answered interactions + number of abandoned interactions) + (Calculation Option Switch Setting(s)))*100

Jose created and saved an agent report. He did not configure some of the options, and the current status of this report is Disabled. How can he enable this report?

A. Reports> Report Editor> Report Generation Time> Schedule

B. Reports> Report Editor> Report Generation Time> Now

C. Reports> Report Editor> Report Generation Time> Schedule Properties

D. Reports> Report Editor> Report Generation Time> Recurrence

How is an Incoming Call represented in reports?

A. Inbound

B. Incoming

C. Offered

D. Calls Received

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

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

Which of the following views can help supervisors to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues?

A. Agents Wrap-Up Interval Detail

B. Agents Schedule Detail

C. Agents Wrap-Up Detail

D. Agents Interactions Detail

Which report calculates a Monthly Service Level?

A. Queue Metrics Report

B. Queue Wrap-up Summary Report

C. Queue Metrics Summary Report

D. Queue Metrics Interval Report

After the report gets deleted, you can download it from the archived list.

A. True

B. False