Report dan Dashboard - IDCC & Genesys (Contact Center) quiz 1
Authored by Luthfi Arsyad
Information Technology (IT)
Professional Development
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5 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Apa nama fitur yang memungkinkan supervisor mendegarkan interaksi agent dan pelanggan tanpa di ketahui agent dan pelanggan
Monitoring
Coaching
Bargein
Outbound Call
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Dimanakah Supervisor dapat melakukan proses perubahan status agent dan logoff agent secara realtime
Interaction
Queue Activity
Queue Performance
Agent Performance
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Apa nama fitur yang memungkinkan supervisor berbicara hanya ke agen tanpa terdengar oleh pelanggan
Monitoring
Coaching
Bargein
Outbound Call
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Dimanakah supervisor dapat melihat historikal interaksi dan mendegarkan recording/screenrecording
Interaction
Schedule Callbacks
Dashboard
Campaign performance
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Di tab mana supervisor bisa melihat status real-time agent (Available, On Queue, Away)
Queue Activity
Interactions
Agent Status
Performance Dashboard
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