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NEW QUESTION 49
Which view displays current metrics and information about the queues if you have a membership?

A. My Queues ActivityB. Queues ActivityC. QueuesD. Queues Performance

Answer: B

 

NEW QUESTION 50
Which of the following views can help supervisors to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues?

A. Agents Interactions DetailB. Agents Schedule DetailC. Agents Wrap-Up Interval DetailD. Agents Wrap-Up Detail

Answer: D

 

NEW QUESTION 51
While Alex monitors the queue reports, Sam deleted an inactive agent from the queue. Will this affect the metrics?

A. NoB. Yes

Answer: B

 

NEW QUESTION 52
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 and historical metrics, such as service level %, abandon %, customers waiting, and active agents.C. It is used to view historical data only.D. It is used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.E. It is used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.

Answer: E

 

NEW QUESTION 53
Which definition matches the performance and activity views for Queues?

A. Used to monitor real-time contact center metrics.B. Used to view historical data only.C. Used to view real-time and historical metrics, such as service level %, abandon %, customer waiting, and active agents.D. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.E. Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.

Answer: E

 

NEW QUESTION 54
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