Logging into SKPI / SKPI Performance
How should you exit the Success KPI platform?
By closing the browser by selecting the “x”.
Once a third party joins the call, how do you successfully complete the transfer?
Select Leave Call
Where can you go to view reports you created?
A) Shared Reports
B) Public Reports
C) My Reports
D) All of the above
D) All of the above
What do you need to do before you create a forecast?
Create a Service Quality Objective and create a Forecast Definition
Agents can check their performance statistics for ___ days.
30 days
How do you transfer a call to a number that is not in your Quick Connects list?
Click the Number Pad, dial the number, and click call
True or False:
Once you have run a report (from Shared Reports, Public Reports, My Reports), you can save it under the ‘My Reports’ folder to make edits.
True
True or False: 80/20 rule specifies that only 20% of calls should be answered within 20 seconds.
False. 80/20 rule specifies that only 80% of calls should be answered within 20 seconds.
How do you get to My Performance?
Navigate to My Space > My Performance
What status do you need to be in to receive calls?
Available status
___________ help you share any report with anyone at a selected time.
Subscriptions
Where can you see a list of agents?
Navigate to Work > Agents