Genesys Cloud CX Professional — Question 9

Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?

Answer options

• A. Average Handle Time
• B. Average Speed of Answer
• C. After Call Work
• D. Average Talk Time

Correct answer: B

Explanation

The correct answer is B, Average Speed of Answer, which specifically measures the time an interaction waits in the queue before an agent responds. The other options represent different metrics: A is about the total time spent handling a call, C refers to the tasks completed after a call, and D measures the duration of the conversation itself.