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Question 5: A call center manager implements Real-time Monitoring (RTM) to determine if staffing needs tobe increased. Which three metrics are appropriate to display on an RTM dashboard object? (Choose
three.)
A. A table that lists the currently waiting calls and the time that they have been waiting in the call
queue.
B. A bar chart that shows the average time each agent has spent on a call over the last year.
C. A table that lists the current status of each agent as being on a call, on hold, idle, or away.
D. A combination pivot chart that shows the distribution of the call final action for each callby agent
in their current shift.
E. A line chart that lists all the calls by agent that have exceeded the customer answer-time SLA in the
last 6 months.
Correct Answer: A,C,D
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