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Question 1 of 5
1. Question
The Email SLA Achievement for email for the day is 92%. What does that mean?
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Question 2 of 5
2. Question
Using the above image, how would you know what Channel Agents are available to receive work in?
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Question 3 of 5
3. Question
Why would an Agent appear “idle” in the Agent Liveboards?
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Question 4 of 5
4. Question
How would you spot trends for which type of Topics are not meeting SLA targets?
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Question 5 of 5
5. Question
Your organization requires Topics upon closure of any Conversation, but you see Conversations without Topics. What do you think is happening?
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