Genesys Cloud CX Professional — Question 15

Which of the following best defines 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.

Correct answer: B

Explanation

The correct answer is B because it specifically mentions metrics that are monitored in real-time, which is essential for assessing Agent performance. Option A is too broad and does not specify the metrics, while C includes both real-time and historical metrics, and D only refers to historical data, which does not align with the performance view for Agents.