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NEW QUESTION 36
Which of the following statements are true? (Choose three.)

• A. A queue report only counts interactions handled by an agent.
• B. An agent-based report counts any interactions an agent worked with.
• C. Each report contains a pre-defined set of metrics.
• D. An Abandon is an interaction that disconnects before an agent handles it.
• E. Reports can be created and then configured.

Answer: C,D,E

NEW QUESTION 37
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 Interactions Detail
• C. Agents Schedule Detail
• D. Agents Wrap-Up Detail

Answer: D

NEW QUESTION 38
You just ran the Queue Metrics Interval report and unsure how the average speed of answer (ASA) was calculated. Where can you find this information for Genesys Cloud Contact Center?

• A. Resource Center
• B. CIC Data Dictionary
• C. Google
• D. Contact Center User Manual

Answer: A

NEW QUESTION 39
You would like to see the performance metrics for the customer service queue parameters such as service level, the average speed of answer, and average talk time. Which reports provide detailed statistics about multimedia queue activity?

• A. Queue Wrap-up reports
• B. Agent Metrics reports
• C. Interaction Details reports
• D. Queue Metrics reports

Answer: D

NEW QUESTION 40
What is the maximum limit for creating performance dashboards for private users?

• A. 0
• B. 1
• C. 2
• D. 3

Answer: B

NEW QUESTION 41
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