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NEW QUESTION 1
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

Answer: D

NEW QUESTION 2
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

  • A. True
  • B. False

Answer: B

NEW QUESTION 3
How can we monitor the real-time statistics for all queues?

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

Answer: A

NEW QUESTION 4
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 5
Which view helps the supervisors to determine performance issues with a specific skill in one or more queues?

  • A. Agents
  • B. Queues Activity
  • C. Skills Performance
  • D. Interactions

Answer: C

NEW QUESTION 6
How many days does the report exist after you run it?

  • A. 60
  • B. 70
  • C. 80
  • D. 90

Answer: A

NEW QUESTION 7
Which of the following statements are true? (Choose three.)

  • A. A queue report only counts interactions handled by an agent.
  • B. An Abandon is an interaction that disconnects before an agent handles it.
  • C. An agent-based report counts any interactions an agent worked with.
  • D. Each report contains a pre-defined set of metrics.
  • E. Reports can be created and then configured.

Answer: BDE

NEW QUESTION 8
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 9
What is the maximum limit for creating performance dashboards for private users?

  • A. 10
  • B. 15
  • C. 20
  • D. 25

Answer: C

NEW QUESTION 10
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 11
How is an Incoming Call represented in reports?

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

Answer: A

NEW QUESTION 12
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