GCP-GC-REP Agent Practice Questions

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

• AA. AHT
• BB. ASA
• CC. ACWP. ATT

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.)

Select 4 answers.

• AA. Review interactions in which an agent’s performance varies significantly from the average.
• BB. Learn the reason for long or short interactions.
• CC. Focus on numerical results, which tend to encourage desirable results.
• DD. Identify opportunities for improvement.
• EE. Coach the agent on positive behaviors such as better call control.
• FF. Train the agent to reduce handle time.