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Page 1 of 3

1. Which view helps the supervisors to determine performance issues with a specific skill in one or more queues?

Agents

Queues Activity

Skills Performance

Interactions

2. 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.)

Review interactions in which an agent’s performance varies significantly from the average.

Learn the reason for long or short interactions.

Focus on numerical results, which tend to encourage desirable results.

Identify opportunities for improvement.

Coach the agent on positive behaviors such as better call control.

Train the agent to reduce handle time.

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

Reports run successfully

Reports will fail to run

Partial Reports will run

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

Agent Status

Grid

Text

Metric

Interaction

Chart

5. The system automatically disables reports scheduled for Recurrence: Daily if they were not downloaded for.

14 days

90 days

7 days

30 days

6. Which of the following reports are aggregated daily? (Choose two.)

Agent Metrics Export Report

Agent Metrics Report

Agent Login-Logout Details Report

Agent Quality Details Report

7. How can we monitor the real-time statistics for all queues?

Performance > Queues Activity

Performance > My Queues Activity

Performance > Queues Performance

Performance > Queues

8. How is an Incoming Call represented in reports?

Inbound

Incoming

Offered

Calls Received

9. Which definition matches the performance view for Dashboard?

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

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

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

It is used to view historical data only.

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

10. Which of the following statements are true? (Choose three.)

A queue report only counts interactions handled by an agent.

An Abandon is an interaction that disconnects before an agent handles it.

An agent-based report counts any interactions an agent worked with.

Each report contains a pre-defined set of metrics.

Reports can be created and then configured.

Page 2 of 3

11. Which view helps the supervisors to determine performance issues with a specific skill in one or more queues?

Agents

Queues Activity

Skills Performance

Interactions

12. 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.)

Review interactions in which an agent’s performance varies significantly from the average.

Learn the reason for long or short interactions.

Focus on numerical results, which tend to encourage desirable results.

Identify opportunities for improvement.

Coach the agent on positive behaviors such as better call control.

Train the agent to reduce handle time.

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

Reports run successfully

Reports will fail to run

Partial Reports will run

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

Agent Status

Grid

Text

Metric

Interaction

Chart

15. The system automatically disables reports scheduled for Recurrence: Daily if they were not downloaded for.

14 days

90 days

7 days

30 days

16. Which of the following reports are aggregated daily? (Choose two.)

Agent Metrics Export Report

Agent Metrics Report

Agent Login-Logout Details Report

Agent Quality Details Report

17. How can we monitor the real-time statistics for all queues?

Performance > Queues Activity

Performance > My Queues Activity

Performance > Queues Performance

Performance > Queues

18. How is an Incoming Call represented in reports?

Inbound

Incoming

Offered

Calls Received

19. Which definition matches the performance view for Dashboard?

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

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

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

It is used to view historical data only.

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

20. Which of the following statements are true? (Choose three.)

A queue report only counts interactions handled by an agent.

An Abandon is an interaction that disconnects before an agent handles it.

An agent-based report counts any interactions an agent worked with.

Each report contains a pre-defined set of metrics.

Reports can be created and then configured.

Page 3 of 3

21. Which view helps the supervisors to determine performance issues with a specific skill in one or more queues?

Agents

Queues Activity

Skills Performance

Interactions

22. 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.)

Review interactions in which an agent’s performance varies significantly from the average.

Learn the reason for long or short interactions.

Focus on numerical results, which tend to encourage desirable results.

Identify opportunities for improvement.

Coach the agent on positive behaviors such as better call control.

Train the agent to reduce handle time.

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

Reports run successfully

Reports will fail to run

Partial Reports will run

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

Agent Status

Grid

Text

Metric

Interaction

Chart

25. The system automatically disables reports scheduled for Recurrence: Daily if they were not downloaded for.

14 days

90 days

7 days

30 days

26. Which of the following reports are aggregated daily? (Choose two.)

Agent Metrics Export Report

Agent Metrics Report

Agent Login-Logout Details Report

Agent Quality Details Report

27. How can we monitor the real-time statistics for all queues?

Performance > Queues Activity

Performance > My Queues Activity

Performance > Queues Performance

Performance > Queues

28. How is an Incoming Call represented in reports?

Inbound

Incoming

Offered

Calls Received

29. Which definition matches the performance view for Dashboard?

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

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

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

It is used to view historical data only.

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

30. Which of the following statements are true? (Choose three.)

A queue report only counts interactions handled by an agent.

An Abandon is an interaction that disconnects before an agent handles it.

An agent-based report counts any interactions an agent worked with.

Each report contains a pre-defined set of metrics.

Reports can be created and then configured.