What are total contacts?

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Study for the Genesys Cloud Reporting and Analytics Test. Study with flashcards, multiple choice questions, and detailed explanations to enhance your exam readiness. Master the art of data reporting and analytics with confidence.

Multiple Choice

What are total contacts?

Explanation:
Total contacts is the count of customer interactions that actually reach and are handled by an agent. In telephony terms, it’s the number of calls that are answered by the customer and then connected to an agent, representing real conversations with an agent. This is why the correct answer describes the number of calls that were answered and connected to an agent. The other options describe attempts (calls placed), outcomes without an agent (voicemails), or a measurement of time (duration) rather than the actual count of connected interactions.

Total contacts is the count of customer interactions that actually reach and are handled by an agent. In telephony terms, it’s the number of calls that are answered by the customer and then connected to an agent, representing real conversations with an agent. This is why the correct answer describes the number of calls that were answered and connected to an agent. The other options describe attempts (calls placed), outcomes without an agent (voicemails), or a measurement of time (duration) rather than the actual count of connected interactions.

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