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What is the metric called for the average amount of time an interaction waits in queue before an agent answers it?
Which of the following report is used to measure the time an agent spent not responding to alerting interactions and idle?
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.)
