Genesys Certified Cloud Partner (CCP) Practice Exam

The correct choice is the view that provides detailed insights into the time an agent has spent in various statuses throughout their work period. This view allows supervisors and managers to analyze the efficiency and productivity of agents by showing the duration of time agents have spent in statuses like available, busy, and not available. By using this information, it becomes easier to identify patterns in agent behavior, areas where an agent may need additional support, or where improvements can be made in team dynamics or processes.

Other views, while useful for different aspects of performance and management, do not specifically focus on the duration of time spent in each agent's status. For instance, views focused on performance summaries may give an overview of metrics but not break down status-specific time. Similarly, interaction summaries and queues are more concerned with the volume and handling of interactions rather than the nuanced tracking of time spent in each status. Therefore, the Agent Status Summary is the appropriate choice for assessing how long an agent has spent across various operational statuses.