7.3
31 Questions
1 Views

Choose a study mode

Play Quiz
Study Flashcards
Spaced Repetition
Chat to lesson

Podcast

Play an AI-generated podcast conversation about this lesson

Questions and Answers

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?

    <p>Employee Satisfaction Surveys</p> Signup and view all the answers

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

    <p>Utilize the filtering and sorting functionalities</p> Signup and view all the answers

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

    <p>Positive, neutral, and negative impacts on performance</p> Signup and view all the answers

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

    <p>Selecting a management unit</p> Signup and view all the answers

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

    <p>Pinning agents who are high priority to the top</p> Signup and view all the answers

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

    <p>Visualize adherence metrics with updates</p> Signup and view all the answers

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

    <p>Pinned agents</p> Signup and view all the answers

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

    <p>Total Time Available for Interactions</p> Signup and view all the answers

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

    <p>To focus on specific agents or situations</p> Signup and view all the answers

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

    <p>It allows for immediate corrective actions</p> Signup and view all the answers

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

    <p>To ensure relevant agents are displayed</p> Signup and view all the answers

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

    <p>Ignoring non-essential data</p> Signup and view all the answers

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

    <p>By utilizing interactive charts and metrics</p> Signup and view all the answers

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

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

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

    <p>Pinning agents for continuous tracking</p> Signup and view all the answers

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

    <p>By using interactive charts to visualize impacts</p> Signup and view all the answers

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

    <p>Regularly filter and sort data for targeted analysis</p> Signup and view all the answers

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

    <p>Navigate to Admin &gt; Workforce Management &gt; Real-Time Adherence</p> Signup and view all the answers

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

    <p>Real-time monitoring aids in immediate decision-making.</p> Signup and view all the answers

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

    <p>Utilizing the sorting feature by clicking column headers</p> Signup and view all the answers

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

    <p>It enables consistent monitoring and immediate corrective action.</p> Signup and view all the answers

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

    <p>They provide real-time updates and detailed percentage views.</p> Signup and view all the answers

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

    <p>To keep the focus on high-priority agents consistently.</p> Signup and view all the answers

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

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

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

    <p>To focus on specific agents or situations for better analysis.</p> Signup and view all the answers

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

    <p>Navigate to Admin &gt; Workforce Management &gt; Real-Time Adherence.</p> Signup and view all the answers

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

    <p>Enhanced agent productivity.</p> Signup and view all the answers

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

    <p>By allowing real-time assessment of agent adherence.</p> Signup and view all the answers

    More Like This

    Use Quizgecko on...
    Browser
    Open
    Browser
    Browser