Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.
Which of the following options would help him perform his task?
To extract data on the performance of agents handling customer service calls and track their metrics, the 'Activity' section would be the suitable option. 'Activity' typically includes tracking metrics such as average handling time and other performance statistics which are essential for monitoring agents' performance.
You can see reports from Workspaces, not from actitivy
Genesys cloud is very ambiguous in this. WORKSPACES is the place where the documents are shared. WORAKSPACE is the place where reports can be viewed. In the question, the answer was given as WORKSPACES. So D - activity would be the right answer.
I would say the answer is D "Activity" because the "Workspace" would be the correct answer, not "Workspaces". If you fo in "Activity" and then "Leaderboards" you can check the "Average Handle time" of your agents.
From workspace
Workspace is the section where reports can be viewed and fetch.
Workspaces