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Question # 4

What will be the agent’s user status in the interaction view when you change an agent’s queue status from On Queue to Off Queue?

A.

Available

B.

Busy

C.

Away

D.

Break

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Question # 5

What will happen if too many reports run at the same time?

A.

Reports run successfully

B.

Reports will fail to run

C.

Partial Reports will run

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Question # 6

How many days does the report exist after you run it?

A.

60

B.

70

C.

80

D.

90

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Question # 7

You would like to see the performance metrics for the customer service queue parameters such as service level, the average speed of answer, and average talk time. Which reports provide detailed statistics about multimedia queue activity?

A.

Interaction Details reports

B.

Queue Wrap-up reports

C.

Agent Metrics reports

D.

Queue Metrics reports

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Question # 8

Which definition matches the performance view for Dashboard?

A.

It is used to monitor real-time contact center metrics.

B.

It is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.

C.

It is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.

D.

It is used to view historical data only.

E.

It is used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

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Question # 9

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

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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.

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