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NEW QUESTION 54
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. Train the agent to reduce handle time.
• B. Coach the agent on positive behaviors such as better call control.
• C. Learn the reason for long or short interactions.
• D. Review interactions in which an agent's performance varies significantly from the average.
• E. Identify opportunities for improvement.
• F. Focus on numerical results, which tend to encourage desirable results.

Answer: A,B,C,D

NEW QUESTION 55
Which of the following are available report file formats for export? (Choose three.)

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

Answer: A,B,C

NEW QUESTION 56
Which definition matches the performance and activity views for Queues?

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

Answer: C

NEW QUESTION 57
Your customizations in the interaction view remain in effect even if you leave and return to the view.

• A. True
• B. False

Answer: A

NEW QUESTION 58
Reports provide only real-time information.

• A. False
• B. True

Answer: A

NEW QUESTION 59
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