What is the metric called for the average amount of time an interaction waits in queue before an
agent answers it?
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Correct Answer:
B
Reference: https://help.mypurecloud.com/articles/queue-metrics-summary-report/
Q: 2
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?
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Correct Answer:
C
Reference: https://help.mypurecloud.com/articles/agents-wrap-up-detail-view/
Q: 3
Select the possible factors which increase the report runtime and failures. (Choose two.)
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Correct Answer:
BC
Q: 4
Which of the following statements are true? (Choose three.)
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Correct Answer:
BDE
Q: 5
How is an Incoming Call represented in reports?
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Correct Answer:
A
Reference:
https://help.genesys.com/pureconnect/mergedprojects/wh_rh/desktop/
account_code_call_detail_by_date_report.htm
Q: 6
User Status Detail report includes specifics about queue activity such as interacting, idle, and not
responding.
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Correct Answer:
B
Reference: https://help.mypurecloud.com/articles/user-status-detail-report/
Q: 7
Your customizations in the interaction view remain in effect even if you leave and return to the view.
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Correct Answer:
A
Reference: https://help.mypurecloud.com/articles/queues-interactions-detail-view/
Q: 8
After the report gets deleted, you can download it from the archived list.
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Correct Answer:
B
Q: 9
Reports provide only real-time information.
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Correct Answer:
B
Reference: https://docs.genesys.com/Documentation/PSAAS/latest/EMG/Reporting
Q: 10
Which of the following report is used to measure the time an agent spent not responding to alerting
interactions and idle?
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Correct Answer:
B
Reference: https://help.mypurecloud.com/articles/agent-activity-summary-report/
