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NEW QUESTION 1
After the report gets deleted, you can download it from the archived list.

  • A. True
  • B. False

Answer: B

NEW QUESTION 2
Which of the following reports are aggregated daily? (Choose two.)

  • A. Agent Metrics Export Report
  • B. Agent Metrics Report
  • C. Agent Login-Logout Details Report
  • D. Agent Quality Details Report

Answer: BC

NEW QUESTION 3
Select the available templates for adding widgets to a performance dashboard. (Choose four.)

  • A. Agent Status
  • B. Grid
  • C. Text
  • D. Metric
  • E. Interaction
  • F. Chart

Answer: ABDF

NEW QUESTION 4
Which view displays current metrics and information about the queues if you have a membership?

  • A. Queues Activity
  • B. Queues Performance
  • C. My Queues Activity
  • D. Queues

Answer: A

NEW QUESTION 5
Which of the following metrics are only related to Inbound interactions handled by a queue? (Choose five.)

  • A. Offer
  • B. Answer%
  • C. Service Level%
  • D. ASA
  • E. Avg Handler
  • F. Avg Wait
  • G. Hold
  • H. Transfer

Answer: ABCDF

NEW QUESTION 6
Which of the following report is used to measure the time an agent spent not responding to alerting interactions and idle?

  • A. Agent Metrics Report
  • B. Agent Activity Summary Report
  • C. Agent Login-Logout Details Report
  • D. Agent Quality Details Report

Answer: B

NEW QUESTION 7
How is an Incoming Call represented in reports?

  • A. Inbound
  • B. Incoming
  • C. Offered
  • D. Calls Received

Answer: A

NEW QUESTION 8
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

  • A. True
  • B. False

Answer: B

NEW QUESTION 9
Select the possible factors which increase the report runtime and failures. (Choose two.)

  • A. Adjust report parameters so that report includes fewer agents, queues, and interactions.
  • B. Run reports during peak hours.
  • C. Review and ensure the usage of scheduled reports.
  • D. Ask every team member to run and save a copy of the report.

Answer: BC

NEW QUESTION 10
Rayan, as the supervisor, noticed some issues in the interactions handled by the agents. He exported the Agent Metrics report for detailed statistics to troubleshoot the issue. Identify the areas that would help him in resolving the problems. (Choose four.)

  • A. Review interactions in which an agent’s performance varies significantly from the average.
  • B. Learn the reason for long or short interactions.
  • C. Focus on numerical results, which tend to encourage desirable results.
  • D. Identify opportunities for improvement.
  • E. Coach the agent on positive behaviors such as better call control.
  • F. Train the agent to reduce handle time.

Answer: ABEF

NEW QUESTION 11
What is the metric called for the average amount of time an interaction waits in queue before an agent answers it?

  • A. AHT
  • B. ASA
  • C. ACW
  • D. ATT

Answer: B

NEW QUESTION 12
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