Genesys Certified Cloud Partner (CCP) Practice Exam

The Interaction Details report is designed specifically to provide comprehensive insights regarding individual interactions involving one or more agents. This report includes critical information such as interaction duration, type, and outcomes, which allows managers to gain a deeper understanding of agent performance and customer experiences.

This report focuses on the nuances of each interaction, making it a vital tool for evaluating how agents handle various types of communications. By analyzing this data, organizations can identify trends, assess agent efficiency, and implement improvements in service delivery.

Other reports, while helpful in their context, do not specifically focus on the comprehensive details of interactions as this report does. The Agent Details report emphasizes agent-specific metrics but may not delve into the intricate details of each interaction. Similarly, the User Status Detail report primarily focuses on real-time availability and status rather than the historical performance of interactions. The User Interactions Daily report summarizes interactions on a broader scale without providing in-depth details about the interactions themselves. Thus, the Interaction Details report stands out as the most relevant and detailed option for understanding interactions linked to agents.