Online Access Free GCP-GC-REP Practice Test

What is the metric called for the average amount of time an interaction waits in queue before an agent answers it?

• A.ATT
• B.ACW
• C.AHT
• D.ASA

Which of the following metrics are only related to Inbound interactions handled by a queue? (Choose five.)

• A.Hold
• B.Service Level%
• C.Avg Handler
• D.Avg Wait
• E.Answer%
• F.Transfer
• G.Offer
• H.ASA

Reports provide only real-time information.

• A.True
• B.False

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

• A.No
• B.Yes

How can we monitor the real-time statistics for all queues?

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