GCP-GC-REP 試験問題を無料オンラインアクセス

Which definition matches the performance view for Agents?

• A.Used to view metrics for completed phone calls and chats, such as the user, remote telephone number, date/time, and duration.
• B.Used to monitor real-time contact center metrics.
• C.Used to view historical data only.
• 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 real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.

Which of the following are available report file formats for export? (Choose three.)

• A..xls
• B..pdf
• C..xlsx
• D..docx
• E..doc
• F..txt

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

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

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

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

You would like to see the performance metrics for the customer service queue parameters such as service level, the average speed of answer, and average talk time. Which reports provide detailed statistics about multimedia queue activity?

• A.Interaction Details reports
• B.Agent Metrics reports
• C.Queue Metrics reports
• D.Queue Wrap-up reports