Genesys Cloud Reporting & Analytics

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Genesys Cloud Reporting & Analytics For immediate, at-a-glance monitoring of key indicators and metrics what should you use? - ✔✔Performance Dashboards To review historical and real-time metric ... s for the contact center, queues, agents, interactions, what should you use? - ✔✔Dynamic Views Dynamic views give you the ability to: - ✔✔ 1. Customize views to see only the data for the dates you need. 2. Save your current view and settings to return quickly to that data. 3. Download the data for more analysis or to share with others. 4. Activate agents, change their status, or log out agents. What capabilities does the Supervisor iOS App have? - ✔✔ 1. Building custom dashboards and wallboards. 2. Drilling down through multiple levels of contact center data. 3. Providing just-in-time assistance when requested by agents. 4. Locating your agents on the contact center floor using an interactive map that shows agent locations, along with key details like status and time in status. Is there a Supervisor App version for Android devices? - ✔✔No, it is currently only available for iOS devices. From the perspective of Genesys Cloud reports: - ✔✔a queue is a standalone entity Queue metrics and agent metrics can differ for the following reasons: - ✔✔ 1. An interaction spends time in multiple queues. 2. An interaction abandons before an agent handles it. 3. An agent is a member of more than one queue. A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with. What are offered interactions? - ✔✔Answered, abandoned, or flow-out interactions What are flow-outs? - ✔✔Interactions that enter and leave a queue without getting answered by an agent or disconnected What is Service Level %? - ✔✔Service level target is a contact center performance statistic expressed as "X percent of contacts answered in Y seconds." For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. What is ASA? - ✔✔Average Speed of Answer. The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. Genesys Cloud tracks metric statistics in: - ✔✔30-minute intervals How does Genesys Cloud recalculate service level changes for reporting data? - ✔✔For reports, any report generated after the service level change will use the updated calculation. Do agents that are active, inactive or deleted impact the metrics in queue reports? - ✔✔No What is an Agent Report? - ✔✔Agent reports provide you with a summary or detailed information regarding the activity and performance of one or more agents. When you change the service level calculation: - ✔✔the service level data for past dates in views and future reports update to reflect the change. The data does not update in any reports that have already run. Does on-queue time always equal total ACD time? - ✔✔No What is the service level percentage calculation? - ✔✔(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 What is Total Handle time? - ✔✔The total amount of time agents spend handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. What is a Non-ACD interaction? - ✔✔Interactions not related to a queue, such as a personal call. What report displays the start time, end time, and duration of logged-in time for one or more agents? - ✔✔Agent Login-Logout Details Report What does the Agent Metrics report display for each agent? - ✔✔- Interactions that have handle time - Number of interactions per day - Average talk time, after call work, and handle time - Hold and transfer data What agent report can you run in XLS or XLXS format to get agent metric data optimized for use within spreadsheet software such as Microsoft Excel? - ✔✔Agent Metrics Export Report Do the .xls and .xlsx file formats of the Agents Metrics Export report have a page footer? - ✔✔No, but the .pdf file format includes a fo [Show More]

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