Exam GCP-GCX Topic 2 Question 109 Discussion

Actual exam question for Genesys's GCP-GCX exam
Question #: 109
Topic #: 2
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?

Suggested Answer: B Vote an answer

Explanation
Performance > Overview (Evaluations) is where you can view agent evaluation scores, evaluation activity, and calibration activity in real-time in Genesys Cloud CX Quality Management. Evaluations are assessments of agent interactions based on predefined criteria and scoring methods. Evaluations can help contact center managers and supervisors measure and improve agent performance and quality of service. Performance > Overview (Evaluations) is a dashboard that shows various metrics and details related to evaluations, such as evaluation score distribution, evaluation completion rate, calibration score variance, etc. References:
https://help.mypurecloud.com/articles/about-evaluations/
https://help.mypurecloud.com/articles/evaluations-overview/

by Atwood at Aug 15, 2024, 12:22 AM

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