Given a Set of Desired Metrics, Determine the Appropriate Reporting Solution Taking into Account Data Sources, Data Volume, and Various Contact Center Technologies (ACD, IVR, PBX, Etc.). AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 3)

Questions 11–15

1. 11application · medium

   A contact center generates 10 million call events per day. The operations team wants a dashboard showing the current number of calls in queue, updated every few seconds. Which reporting solution is most appropriate?

   • AAn out-of-the-box Salesforce dashboard using the standard Activity object.
   • BA real-time dashboard using streaming data from the ACD.
   • CA custom object storing every call event, with a report to show current queue count.
   • DA historical report in Salesforce that runs hourly.
   Reveal Solution Discussion Select an answer first
2. 12application · medium

   A manager wants to see the number of calls that were abandoned after waiting in the queue for more than 30 seconds. The ACD logs queue entry and exit times. Which reporting solution should be used?

   • AA custom report on the ACD integration object with a formula to flag calls with queue time over 30 seconds and disposition 'abandoned'.
   • BAn out-of-the-box Salesforce report on the Case object.
   • CA real-time dashboard showing current queue abandonment.
   • DA data warehouse with a BI tool, even though the volume is low.
   Reveal Solution Discussion Select an answer first
4. 13foundation · easy

   A contact center generates millions of call detail records (CDRs) per day. When designing a reporting solution, which strategy is most important to maintain performance?

   • AUse a single flat table for all data
   • BLoad data only during off-peak hours
   • CAggregate data at the time of collection
   • DStore all raw records indefinitely
   Reveal Solution Discussion Select an answer first
5. 14foundation · easy

   A reporting solution must handle high-volume call data while keeping storage costs manageable. Which approach best balances performance and cost?

   • AStore raw data for a short period and aggregated data for longer retention
   • BUse only real-time streaming without any storage
   • CDelete all data older than one month
   • DStore all raw data for the maximum retention period
   Reveal Solution Discussion Select an answer first
6. 15application · medium

   A company wants to report on the number of calls that entered the IVR and then were successfully routed to an agent. The IVR logs every caller's menu selection, and the ACD logs the final routing. Which data source should be used to determine the successful routing rate?

   • ABoth IVR and ACD logs, joined by a common call identifier.
   • BIVR logs only, because they capture the caller's journey through the menu.
   • CACD logs only, because they show the final disposition of each call.
   • DPBX call detail records, because they capture all call activity.
   Reveal Solution Discussion Select an answer first