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Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
A. Performance > Overview (Evaluations)
B. Admin > Contact Center
C. Performance > Workspace > Dashboards
D. Admin > Quality
Answer: A
Explanation:
Explanation
Performance > Overview (Evaluations) is where you can view agent evaluation scores, evaluation activity, and calibration activity in real-time in Genesys Cloud CX Quality Management. Evaluations are assessments of agent interactions based on predefined criteria and scoring methods. Evaluations can help contact center managers and supervisors measure and improve agent performance and quality of service. Performance > Overview (Evaluations) is a dashboard that shows various metrics and details related to evaluations, such as evaluation score distribution, evaluation completion rate, calibration score variance, etc. References: https://help.mypurecloud.com/articles/about-evaluations/ https://help.mypurecloud.com/articles/evaluations-overview/
NEW QUESTION # 62
Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)
A. Schedules
B. Forecast simulator
C. Short-Term Forecasts
D. Long-Term Forecasts
Answer: A,C,D
Explanation:
Reference:
Short-Term Forecasts, Schedules, and Long-Term Forecasts are some of the functionalities available in Genesys Cloud CX WFM. Short-Term Forecasts allow administrators to forecast staffing needs for up to 8 weeks based on historical data and trends. Schedules allow administrators to create and assign schedules to agents based on their availability, preferences, skills, etc. Long-Term Forecasts allow administrators to forecast staffing needs for up to 2 years based on historical data and trends. Reference: https://help.mypurecloud.com/art ... hort-term-forecast/https://help.mypurecloud.com/art ... d-manage-schedules/https://help.mypurecloud.com/art ... long-term-forecast/
NEW QUESTION # 63
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
A. Digital
B. Human Capital Management
C. VR
D. AI
E. Workforce Engagement
Answer: A,D,E
Explanation:
AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities. AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc. Reference: https://www.genesys.com/pricinghttps://www.genesys.com/genesys-cloud/features/aihttps://www.genesys.com/genesys-cloud/features/digitalhttps://www.genesys.com/genesys- ... orkforce-engagement
NEW QUESTION # 64
Sam wants to install the reporting app on his iPad to access metrics.
Which of the following apps does he need to install?
A. Genesys Cloud CX Reporting
B. Genesys Cloud CX User
C. Genesys Cloud CX Supervisor
D. Genesys Cloud CX Admin
Answer: C
Explanation:
Genesys Cloud CX Supervisor is the app that Sam needs to install on his iPad to access metrics in Genesys Cloud CX Performance menu. Genesys Cloud CX Supervisor is a mobile app that allows supervisors to monitor real-time and historical metrics about their contact center performance and activities in Genesys Cloud CX. Genesys Cloud CX Supervisor can help supervisors manage and improve various aspects of their contact center, such as:
Agent performance
Queue performance
Interaction quality
Customer satisfaction
Workforce management
Genesys Cloud CX Supervisor allows supervisors to access metrics on their iPad by providing various features, such as:
Dashboards: Supervisors can view real-time metrics about agents, queues, skills, interactions, and flows on customizable dashboards.
Reports: Supervisors can view historical data about agents, queues, skills, interactions, flows, and outcomes on predefined reports.
Alerts: Supervisors can receive notifications about important events or issues that affect their contact center performance or activities.
Coaching: Supervisors can provide feedback or guidance to agents based on their performance or activities.
NEW QUESTION # 65
Which of the following statements are true? (Choose three.)
A. Reports once created cannot be configured.
B. Each report contains a predefined set of metrics.
C. An Abandon is an interaction that disconnects before an agent handles it.
D. An agent-based report counts any interactions an agent worked with.
E. A queue report only counts interactions handled by an agent.
Answer: B,C,E
Explanation:
A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with, an Abandon is an interaction that disconnects before an agent handles it, and each report contains a predefined set of metrics are three true statements about reports in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. A report can help you measure and improve various aspects of your contact center, such as:
Agent performance
Queue performance
Interaction quality
Customer satisfaction
Workforce management
Some true statements about reports are:
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 Abandon is an interaction that disconnects before an agent handles it. This means that the interaction was offered to a queue or an agent, but the customer or caller disconnected before reaching an agent. An Abandon can affect various metrics, such as:
Abandon Count
Abandon Rate
Service Level
Average Speed of Answer
Each report contains a predefined set of metrics. This means that each report has a specific purpose and scope, and shows only the relevant metrics for that purpose and scope. You cannot add or remove metrics from a report, but you can set various parameters for reports, such as:
Which users or queues to include
Which media types to include
What date range to report on
When to run the report
Some false statements about reports are:
Offered always equals Answered plus Abandoned plus Transfer. This is not always true, because some interactions may not be counted as Answered, Abandoned, or Transfer for various reasons, such as:
The interaction was transferred to voicemail after a timeout
The interaction was transferred to another queue or resource group
The interaction was handled by an IVR or a bot
Reports once created cannot be configured. This is not true, because you can configure reports by editing or deleting them in Genesys Cloud CX Performance menu . You can also configure reports by changing various options , such as :
Report name
Report format
Report frequency
Report recipients
NEW QUESTION # 66
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