Genesys Cloud Certified Professional – Reporting — Question 5

Which definition matches the performance view for Agents?

Answer options

• A. Used to monitor real-time contact center metrics.
• B. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
• C. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
• D. Used to view historical data only.
• E. Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

Correct answer: C

Explanation

The correct answer is C because it accurately describes the performance view for Agents as encompassing both real-time and historical metrics relevant to service levels and agent activity. The other options either focus solely on real-time metrics (A, B) or exclusively on historical data (D), which do not comprehensively cover the performance view's requirements.