Genesys Cloud CX Professional — Question 51

What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?

Answer options

• A. 80 calls must be answered every 20 seconds.
• B. 80% of calls must be answered within 20 seconds.
• C. 80% of agents must answer calls within 20 seconds.
• D. 20 chats and calls must be answered in 80 seconds.

Correct answer: B

Explanation

The correct answer is B because a Service Level of 80% indicates that the expectation is for 80% of calls to be answered within the specified target time of 20 seconds. Options A and D misinterpret the metrics by incorrectly relating the number of calls to the time frame, while option C incorrectly focuses on agents instead of the calls themselves.