GCP-GC-REP 試験問題を無料オンラインアクセス

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

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

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.Train the agent to reduce handle time.
• C.Focus on numerical results, which tend to encourage desirable results.
• D.Coach the agent on positive behaviors such as better call control.
• E.Learn the reason for long or short interactions.
• F.Identify opportunities for improvement.

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

• A.False
• B.True

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

• A.60
• B.90
• C.80
• D.70

How is Service Level calculated by default?

• A.(Number of answered interactions - number of answered interactions that miss the service level target) / ((Number of answered interactions + number of offered interactions) + (Calculation Option Switch Setting (s)))*100
• B.(Number of answered interactions + number of answered interactions that miss the service level target) / ((Number of answered interactions + number of offered interactions) + (Calculation Option Switch Setting (s)))*100
• C.(Number of answered interactions - number of answered interactions that miss the service level target) / ((Number of answered interactions + number of abandoned interactions) + (Calculation Option Switch Setting(s)))*100
• D.(Number of answered interactions + number of answered interactions that miss the service level target) / ((Number of answered interactions + number of abandoned interactions) + (Calculation Option Switch Setting(s)))*100