7.3

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What is the primary purpose of real-time adherence (RTA) in Genesys Cloud?

To ensure operational efficiency and monitor agent performance (correct)
To facilitate communication between agents and supervisors
To track agent attendance on a daily basis
To provide agents with real-time feedback on their performance

Which feature allows managers to keep a constant visual on specific agents?

Compliance Tracking
Interactive Charts
Pin Agents for Monitoring (correct)
Sorting and Filtering

How is adherence measured in Genesys Cloud?

Based on the total break time taken by agents
With the formula: Adherence (%) = (Total Time Available for Interactions / Scheduled Time) × 100 (correct)
Using a simple attendance ratio
By assessing the total number of calls made

Which of the following is NOT a feature of real-time adherence monitoring?

Employee Satisfaction Surveys (C) Signup and view all the answers

What should be done to focus on specific data in the real-time adherence system?

Utilize the filtering and sorting functionalities (B) Signup and view all the answers

Which impact does real-time adherence help assess through the use of charts?

Positive, neutral, and negative impacts on performance (C) Signup and view all the answers

When accessing the Real-Time Adherence page, which of the following actions is essential?

Selecting a management unit (B) Signup and view all the answers

What is one of the best practices for tracking agents in real-time adherence?

Pinning agents who are high priority to the top (B) Signup and view all the answers

What can supervisors do with interactive charts in real-time adherence?

Visualize adherence metrics with updates (B) Signup and view all the answers

Which feature enables supervisors to keep track of agents despite navigation or sorting changes?

Pinned agents (A) Signup and view all the answers

What is a critical factor in measuring adherence in Genesys Cloud?

Total Time Available for Interactions (C) Signup and view all the answers

Which of the following best describes the use of filtering in real-time adherence?

To focus on specific agents or situations (D) Signup and view all the answers

What is one key benefit of monitoring adherence in real time?

It allows for immediate corrective actions (C) Signup and view all the answers

Why is it essential to select the correct management unit when accessing RTA?

To ensure relevant agents are displayed (A) Signup and view all the answers

Which of the following features is NOT included in best practices for using RTA?

Ignoring non-essential data (C) Signup and view all the answers

How does Genesys Cloud enable the assessment of agent performance impacts?

By utilizing interactive charts and metrics (B) Signup and view all the answers

What is the correct formula for calculating adherence in Genesys Cloud?

Adherence (%) = (Total Time Available for Interactions / Scheduled Time) × 100 (A) Signup and view all the answers

Which feature allows supervisors to focus on specific agents by keeping them at the top of the list?

Pinning agents for continuous tracking (B) Signup and view all the answers

How can supervisors assess the real-time impacts of agent performance?

By using interactive charts to visualize impacts (D) Signup and view all the answers

What is a recommended practice for utilizing real-time adherence effectively?

Regularly filter and sort data for targeted analysis (A) Signup and view all the answers

What steps should be taken to access the Real-Time Adherence page in Genesys Cloud?

Navigate to Admin > Workforce Management > Real-Time Adherence (C) Signup and view all the answers

Which of the following statements about agent adherence monitoring is true?

Real-time monitoring aids in immediate decision-making. (D) Signup and view all the answers

Which method can be used to customize the view of agents in real-time adherence?

Utilizing the sorting feature by clicking column headers (D) Signup and view all the answers

What is a significant benefit of using Genesys Cloud's real-time adherence feature?

It enables consistent monitoring and immediate corrective action. (D) Signup and view all the answers

What function do interactive charts serve in real-time adherence monitoring?

They provide real-time updates and detailed percentage views. (A) Signup and view all the answers

What is the primary use of the 'Pin Agents for Monitoring' feature?

To keep the focus on high-priority agents consistently. (B) Signup and view all the answers

Which formula correctly represents how adherence is calculated in Genesys Cloud?

Adherence (%) = (Total Time Available for Interactions / Scheduled Time) × 100 (A) Signup and view all the answers

Why is it important to filter visible columns in real-time adherence monitoring?

To focus on specific agents or situations for better analysis. (B) Signup and view all the answers

Which action must be taken to access the Real-Time Adherence (RTA) page in Genesys Cloud?

Navigate to Admin > Workforce Management > Real-Time Adherence. (C) Signup and view all the answers

What is a positive impact that can be monitored using RTA charts?

Enhanced agent productivity. (B) Signup and view all the answers

How does Genesys Cloud help managers in immediate decision-making?

By allowing real-time assessment of agent adherence. (A) Signup and view all the answers

What is Real-Time Adherence?

A critical performance metric used to see how well agents adhere to their scheduled work hours.

What is the main purpose of Real-Time Adherence?

Provides supervisors with immediate insight into agent adherence to schedules, enabling them to identify and address potential issues.

What does 'Agent Adherence Monitoring' refer to?

Allows supervisors to monitor agents' adherence to schedules in real-time, providing insights into performance and potential deviations.

What is the purpose of the 'Interactive Charts' feature?

Interactive charts present adherence metrics in visual format, allowing for dynamic analysis and insights.