Genesys Cloud CX Certified Professional – Consolidated

User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?

Select the factors which can cause report generation failures and increased runtimes. (Choose two.)

You suspect that one of your agents is not productive. Which report would you run to view the agent's time on breaks and login/logout details?

Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow hi...