Podcast
Questions and Answers
What is the primary purpose of intraday monitoring?
What is the primary purpose of intraday monitoring?
- To generate daily reports for management
- To verify employee attendance
- To provide real-time insights into deviations between forecasted and actual activity (correct)
- To automate schedule adjustments
Which key metrics should be monitored in intraday monitoring?
Which key metrics should be monitored in intraday monitoring?
- Number of Interactions and Average Handle Time (correct)
- Total Revenue and Operator Turnover Rates
- Average Speed of Answer and Customer Satisfaction Scores
- Call Quality Scores and Agent Satisfaction Ratings
What do red values indicate in the context of intraday monitoring?
What do red values indicate in the context of intraday monitoring?
- Satisfactory service levels
- Outstanding metrics compared to forecast
- Areas requiring further investigation or immediate action (correct)
- High performance areas
What is one of the first steps to access intraday monitoring?
What is one of the first steps to access intraday monitoring?
How can data from intraday monitoring be exported?
How can data from intraday monitoring be exported?
In the event of an understaffed situation, which action is appropriate?
In the event of an understaffed situation, which action is appropriate?
Which aspect of intraday monitoring allows for viewing data variations over different periods?
Which aspect of intraday monitoring allows for viewing data variations over different periods?
Why is regular monitoring emphasized as a best practice?
Why is regular monitoring emphasized as a best practice?
Flashcards
Intraday Monitoring
Intraday Monitoring
The feature in Genesys Cloud that allows for real-time monitoring of deviations between forecasted and actual contact center activities.
Forecast vs. Actual
Forecast vs. Actual
Comparing expected (forecasted) metrics to actual performance of the contact center.
Red Values
Red Values
Indicates problem areas in intraday monitoring requiring immediate attention.
Flexible Views
Flexible Views
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Data Export
Data Export
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Understaffed Situations
Understaffed Situations
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Overstaffed Situations
Overstaffed Situations
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Regular Monitoring
Regular Monitoring
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