Genesys Cloud - Main

Thanks to all who played in the first ever Research and Analytics Trivia event! We had over 100 players, way to go!  

However, there were a few questions that threw some people off, so check the answers below to see which ones you got correct. 

1. Let's start with an easy one: What does AHT stand for? 

a)        Average Handle Time

b)        All Handle Time

c)        Agent Hold Time

d)        Acceptable Hold Time

2.  Which of the following is NOT part of the AHT calculation in Genesys Cloud?

a)        cumulative talk time

b)        cumulative after call work time

c)        cumulative contact time

d)       cumulative wait time

3.  What metric tracks the number of answered interactions that were over the SLA threshold?

a)        nOverSLA

b)        tAnswered

c)        oServiceLevel

d)        nFlow 

4. Which of these views would you use to see how long an agent has spent in each status historically?

Agent Performance Summary

Agent Status Summary

Agent Interactions Summary

Agent Queues Summary

5. The maximum number of scheduled exports per user:

a)        5

b)        10

c)        15

d)       20

6. Scheduled export expiration, we enforce an expiration date to ensure stability and unrequired reports don't continue to run even if not utilized.  How long is the enforced expiration date?

a. 7 days

b. 28 day

c. 50 days

d. 100 days

7. What format options are available for exports.

 csv and pdf

doc and xls

 zip and txt

har and log

8. How many email recipients can be added to a scheduled export? 

a)        1

b)        5

c)        10

d)        20

9. What is the file size limit for a scheduled export sent via email

a)        >10mb

b)        >5mb

c)        >1mb

d)        >8m

10. What is the maximum number of rows that can be exported?

10,000

50,000

100,00

 1,000,000

11. What is the maximum number of interactions view tabs you can have open?

  20

  15

  10

   5

12. If a dashboard is deleted in error, a ticket will need to be raised with Genesys Care to restore the dashboard.  How many days is it before the dashboard is permanently deleted and can't be recovered?

a)        30

b)        14

c)        7

d)        0

13. In 2024 an update was made to the Dashboards UI that allowed enhanced responsiveness and auto scaling of widgets. Which month was this released?

a)        January

b)        May

c)        September

d)        December

14. New digital metrics are being added, which of the following columns will be available in the interactions view?

 Inbound/Outbound Message

 Inbound/Outbound SMS/MMS Segments

Agentless Emails

All of the above

15. Using Real-time alerts, if you wanted to be notified when an interaction has exceeded a certain wait time, which variable would you need to use?

a)        ASA

b)        Average Wait

c)        Single Conversation Total Wait

d)        Waiting

Now for the results…this was not a cut-and-dry contest. As a matter of fact, we had a THREE-WAY tie!!! This means that we are going to do a tie-breaker amongst our top placed players which include:

 @Robert Wakefield-Carl 

@Cesar Padilla

@Jan Heinonen

CONGRATS to you guys for scoring the most points AND answering the bonus question!

I will be sending you a separate email that contains your tie-breaker question, so be on the lookout for that shortly. Once I get in all your answers, I will determine the final winner and post right here to this thread. 

For all the other party people, we're launching another contest tomorrow, April 2^nd, that is all to do with the new Developer Community! Make sure you join the Developer and the Trivia Tower communities today to play for another chance to win!

#Unsure/Other

------------------------------
Nicole Milliken
Senior Online Community Video Specialist
------------------------------

@Nicole Milliken The tiebreaker is harder than the trivia, I hope I can win

------------------------------
Cesar Padilla
INDRA COLOMBIA

Original Message:
Sent: 04-01-2025 12:50
From: Nicole Milliken
Subject: R&A Trivia Tower Winner Revealed??? Plot Twist!

Thanks to all who played in the first ever Research and Analytics Trivia event! We had over 100 players, way to go!  

However, there were a few questions that threw some people off, so check the answers below to see which ones you got correct. 

1. Let's start with an easy one: What does AHT stand for? 

a)        Average Handle Time

b)        All Handle Time

c)        Agent Hold Time

d)        Acceptable Hold Time

2.  Which of the following is NOT part of the AHT calculation in Genesys Cloud?

a)        cumulative talk time

b)        cumulative after call work time

c)        cumulative contact time

d)       cumulative wait time

3.  What metric tracks the number of answered interactions that were over the SLA threshold?

a)        nOverSLA

b)        tAnswered

c)        oServiceLevel

d)        nFlow 

4. Which of these views would you use to see how long an agent has spent in each status historically?

Agent Performance Summary

Agent Status Summary

Agent Interactions Summary

Agent Queues Summary

5. The maximum number of scheduled exports per user:

a)        5

b)        10

c)        15

d)       20

6. Scheduled export expiration, we enforce an expiration date to ensure stability and unrequired reports don't continue to run even if not utilized.  How long is the enforced expiration date?

a. 7 days

b. 28 day

c. 50 days

d. 100 days

7. What format options are available for exports.

 csv and pdf

doc and xls

 zip and txt

har and log

8. How many email recipients can be added to a scheduled export? 

a)        1

b)        5

c)        10

d)        20

9. What is the file size limit for a scheduled export sent via email

a)        >10mb

b)        >5mb

c)        >1mb

d)        >8m

10. What is the maximum number of rows that can be exported?

10,000

50,000

100,00

 1,000,000

11. What is the maximum number of interactions view tabs you can have open?

  20

  15

  10

   5

12. If a dashboard is deleted in error, a ticket will need to be raised with Genesys Care to restore the dashboard.  How many days is it before the dashboard is permanently deleted and can't be recovered?

a)        30

b)        14

c)        7

d)        0

13. In 2024 an update was made to the Dashboards UI that allowed enhanced responsiveness and auto scaling of widgets. Which month was this released?

a)        January

b)        May

c)        September

d)        December

14. New digital metrics are being added, which of the following columns will be available in the interactions view?

 Inbound/Outbound Message

 Inbound/Outbound SMS/MMS Segments

Agentless Emails

All of the above

15. Using Real-time alerts, if you wanted to be notified when an interaction has exceeded a certain wait time, which variable would you need to use?

a)        ASA

b)        Average Wait

c)        Single Conversation Total Wait

d)        Waiting

Now for the results…this was not a cut-and-dry contest. As a matter of fact, we had a THREE-WAY tie!!! This means that we are going to do a tie-breaker amongst our top placed players which include:

 @Robert Wakefield-Carl 

@Cesar Padilla

@Jan Heinonen

CONGRATS to you guys for scoring the most points AND answering the bonus question!

I will be sending you a separate email that contains your tie-breaker question, so be on the lookout for that shortly. Once I get in all your answers, I will determine the final winner and post right here to this thread. 

For all the other party people, we're launching another contest tomorrow, April 2^nd, that is all to do with the new Developer Community! Make sure you join the Developer and the Trivia Tower communities today to play for another chance to win!

#Unsure/Other

------------------------------
Nicole Milliken
Senior Online Community Video Specialist
------------------------------

Hey! 

I have the tie-breaker results and for those reading this, we asked our three-way tie finalists this question: 

Sam Jillard is the moderator of the new R&A community. Did you know he is a marathon walker? This year, he'll be participating in a 100km Ultra Marathon in England, but we want to celebrate his 2024 accomplishments that have gotten him fit to this point. 

In 2024, Sam averaged six hours a week training for his first 50km marathon. He walked in various places getting those steps in, then he participated in the 50km marathon last fall.

The tie-breaker question is: 

How many steps did Sam Jillard accumulate in 2024 with his training sessions and his 50km marathon combined? The person who is closest without going over will be the winner! 

I have received all the answers and drum roll please... @Cesar Padilla!!! Sam accumulated an ultra-amazing 2.7 MILLION steps in 2024 including training and the marathon! Cesar guessed 2.6 million and was the closest. I will email you the prize wall form to fill out via Google Forms. 

Thanks to everyone who played. There is a new Trivia Tower event happening now, so make sure you play! 

------------------------------
Nicole Milliken
Senior Online Community Video Specialist

Original Message:
Sent: 04-01-2025 17:49
From: Cesar Padilla
Subject: R&A Trivia Tower Winner Revealed??? Plot Twist!

@Nicole Milliken The tiebreaker is harder than the trivia, I hope I can win

------------------------------
Cesar Padilla
INDRA COLOMBIA

Original Message:
Sent: 04-01-2025 12:50
From: Nicole Milliken
Subject: R&A Trivia Tower Winner Revealed??? Plot Twist!

Thanks to all who played in the first ever Research and Analytics Trivia event! We had over 100 players, way to go!  

However, there were a few questions that threw some people off, so check the answers below to see which ones you got correct. 

1. Let's start with an easy one: What does AHT stand for? 

a)        Average Handle Time

b)        All Handle Time

c)        Agent Hold Time

d)        Acceptable Hold Time

2.  Which of the following is NOT part of the AHT calculation in Genesys Cloud?

a)        cumulative talk time

b)        cumulative after call work time

c)        cumulative contact time

d)       cumulative wait time

3.  What metric tracks the number of answered interactions that were over the SLA threshold?

a)        nOverSLA

b)        tAnswered

c)        oServiceLevel

d)        nFlow 

4. Which of these views would you use to see how long an agent has spent in each status historically?

Agent Performance Summary

Agent Status Summary

Agent Interactions Summary

Agent Queues Summary

5. The maximum number of scheduled exports per user:

a)        5

b)        10

c)        15

d)       20

6. Scheduled export expiration, we enforce an expiration date to ensure stability and unrequired reports don't continue to run even if not utilized.  How long is the enforced expiration date?

a. 7 days

b. 28 day

c. 50 days

d. 100 days

7. What format options are available for exports.

 csv and pdf

doc and xls

 zip and txt

har and log

8. How many email recipients can be added to a scheduled export? 

a)        1

b)        5

c)        10

d)        20

9. What is the file size limit for a scheduled export sent via email

a)        >10mb

b)        >5mb

c)        >1mb

d)        >8m

10. What is the maximum number of rows that can be exported?

10,000

50,000

100,00

 1,000,000

11. What is the maximum number of interactions view tabs you can have open?

  20

  15

  10

   5

12. If a dashboard is deleted in error, a ticket will need to be raised with Genesys Care to restore the dashboard.  How many days is it before the dashboard is permanently deleted and can't be recovered?

a)        30

b)        14

c)        7

d)        0

13. In 2024 an update was made to the Dashboards UI that allowed enhanced responsiveness and auto scaling of widgets. Which month was this released?

a)        January

b)        May

c)        September

d)        December

14. New digital metrics are being added, which of the following columns will be available in the interactions view?

 Inbound/Outbound Message

 Inbound/Outbound SMS/MMS Segments

Agentless Emails

All of the above

15. Using Real-time alerts, if you wanted to be notified when an interaction has exceeded a certain wait time, which variable would you need to use?

a)        ASA

b)        Average Wait

c)        Single Conversation Total Wait

d)        Waiting

Now for the results…this was not a cut-and-dry contest. As a matter of fact, we had a THREE-WAY tie!!! This means that we are going to do a tie-breaker amongst our top placed players which include:

 @Robert Wakefield-Carl 

@Cesar Padilla

@Jan Heinonen

CONGRATS to you guys for scoring the most points AND answering the bonus question!

I will be sending you a separate email that contains your tie-breaker question, so be on the lookout for that shortly. Once I get in all your answers, I will determine the final winner and post right here to this thread. 

For all the other party people, we're launching another contest tomorrow, April 2^nd, that is all to do with the new Developer Community! Make sure you join the Developer and the Trivia Tower communities today to play for another chance to win!

#Unsure/Other

------------------------------
Nicole Milliken
Senior Online Community Video Specialist
------------------------------

Congratulations @Cesar Padilla

Hey! 

I have the tie-breaker results and for those reading this, we asked our three-way tie finalists this question: 

Sam Jillard is the moderator of the new R&A community. Did you know he is a marathon walker? This year, he'll be participating in a 100km Ultra Marathon in England, but we want to celebrate his 2024 accomplishments that have gotten him fit to this point. 

In 2024, Sam averaged six hours a week training for his first 50km marathon. He walked in various places getting those steps in, then he participated in the 50km marathon last fall.

The tie-breaker question is: 

How many steps did Sam Jillard accumulate in 2024 with his training sessions and his 50km marathon combined? The person who is closest without going over will be the winner! 

I have received all the answers and drum roll please... @Cesar Padilla!!! Sam accumulated an ultra-amazing 2.7 MILLION steps in 2024 including training and the marathon! Cesar guessed 2.6 million and was the closest. I will email you the prize wall form to fill out via Google Forms. 

Thanks to everyone who played. There is a new Trivia Tower event happening now, so make sure you play! 

------------------------------
Nicole Milliken
Senior Online Community Video Specialist

Original Message:
Sent: 04-01-2025 17:49
From: Cesar Padilla
Subject: R&A Trivia Tower Winner Revealed??? Plot Twist!

@Nicole Milliken The tiebreaker is harder than the trivia, I hope I can win

------------------------------
Cesar Padilla
INDRA COLOMBIA

Original Message:
Sent: 04-01-2025 12:50
From: Nicole Milliken
Subject: R&A Trivia Tower Winner Revealed??? Plot Twist!

Thanks to all who played in the first ever Research and Analytics Trivia event! We had over 100 players, way to go!  

However, there were a few questions that threw some people off, so check the answers below to see which ones you got correct. 

1. Let's start with an easy one: What does AHT stand for? 

a)        Average Handle Time

b)        All Handle Time

c)        Agent Hold Time

d)        Acceptable Hold Time

2.  Which of the following is NOT part of the AHT calculation in Genesys Cloud?

a)        cumulative talk time

b)        cumulative after call work time

c)        cumulative contact time

d)       cumulative wait time

3.  What metric tracks the number of answered interactions that were over the SLA threshold?

a)        nOverSLA

b)        tAnswered

c)        oServiceLevel

d)        nFlow 

4. Which of these views would you use to see how long an agent has spent in each status historically?

Agent Performance Summary

Agent Status Summary

Agent Interactions Summary

Agent Queues Summary

5. The maximum number of scheduled exports per user:

a)        5

b)        10

c)        15

d)       20

6. Scheduled export expiration, we enforce an expiration date to ensure stability and unrequired reports don't continue to run even if not utilized.  How long is the enforced expiration date?

a. 7 days

b. 28 day

c. 50 days

d. 100 days

7. What format options are available for exports.

 csv and pdf

doc and xls

 zip and txt

har and log

8. How many email recipients can be added to a scheduled export? 

a)        1

b)        5

c)        10

d)        20

9. What is the file size limit for a scheduled export sent via email

a)        >10mb

b)        >5mb

c)        >1mb

d)        >8m

10. What is the maximum number of rows that can be exported?

10,000

50,000

100,00

 1,000,000

11. What is the maximum number of interactions view tabs you can have open?

  20

  15

  10

   5

12. If a dashboard is deleted in error, a ticket will need to be raised with Genesys Care to restore the dashboard.  How many days is it before the dashboard is permanently deleted and can't be recovered?

a)        30

b)        14

c)        7

d)        0

13. In 2024 an update was made to the Dashboards UI that allowed enhanced responsiveness and auto scaling of widgets. Which month was this released?

a)        January

b)        May

c)        September

d)        December

14. New digital metrics are being added, which of the following columns will be available in the interactions view?

 Inbound/Outbound Message

 Inbound/Outbound SMS/MMS Segments

Agentless Emails

All of the above

15. Using Real-time alerts, if you wanted to be notified when an interaction has exceeded a certain wait time, which variable would you need to use?

a)        ASA

b)        Average Wait

c)        Single Conversation Total Wait

d)        Waiting

Now for the results…this was not a cut-and-dry contest. As a matter of fact, we had a THREE-WAY tie!!! This means that we are going to do a tie-breaker amongst our top placed players which include:

 @Robert Wakefield-Carl 

@Cesar Padilla

@Jan Heinonen

CONGRATS to you guys for scoring the most points AND answering the bonus question!

I will be sending you a separate email that contains your tie-breaker question, so be on the lookout for that shortly. Once I get in all your answers, I will determine the final winner and post right here to this thread. 

For all the other party people, we're launching another contest tomorrow, April 2^nd, that is all to do with the new Developer Community! Make sure you join the Developer and the Trivia Tower communities today to play for another chance to win!

#Unsure/Other

------------------------------
Nicole Milliken
Senior Online Community Video Specialist
------------------------------