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Which definition matches the performance view for Agents?
Used to monitor real-time contact center metrics.
Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
Used to view historical data only.
Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
Which report calculates a Monthly Service Level?
Queue Metrics Report
Queue Wrap-up Summary Report
Queue Metrics Summary Report
Queue Metrics Interval Report
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?
Available
Busy
Away
Break
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 ACW.
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.
TESTED 14 May 2024
