EMT Practice Test

1. Question Content...

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Question1: Select the possible factors which increase the report runtime and failures. (Choose two.)

Question2: Which view displays current metrics and information about the queues if you have a membership?

Question3: Which report calculates a Monthly Service Level?

Question4: Which of the following report is used to measure the time an agent spent not responding to alerting interactions and idle?

Question5: While Alex monitors the queue reports, Sam deleted an inactive agent from the queue. Will this affect the metrics?

Question6: Your customizations in the interaction view remain in effect even if you leave and return to the view.

Question7: Which definition matches the performance view for Agents?

Question8: 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?

Question9: How can we monitor the real-time statistics for all queues?

Question10: 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?