QUESTION NO: 1
In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?
In an active Expert Agent Selection (EAS) environment, what is each hunt group known as?
Correct Answer: B
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QUESTION NO: 2
A customer has 3 ACDs on CMS. ACD1 is in the Eastern time zone; ACD2 is the central time zone, and ACD3 is the Pacific Time zone. The Master clack is in the Central time zone. The users look at a historical daily report for ACD3 and the total calls are less than the interval totals for the same skill and date.
Which statement describes why they do not match?
A customer has 3 ACDs on CMS. ACD1 is in the Eastern time zone; ACD2 is the central time zone, and ACD3 is the Pacific Time zone. The Master clack is in the Central time zone. The users look at a historical daily report for ACD3 and the total calls are less than the interval totals for the same skill and date.
Which statement describes why they do not match?
Correct Answer: B
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QUESTION NO: 3
During implementation testing, the technician notices that the communication manager display events command shows number of entries for "Event type 30, No TTR available" upon further investigation the technician finds that the TTR has not yet been installed.
Which vector command failed (causing the Event Type 30) because there was no TTR?
During implementation testing, the technician notices that the communication manager display events command shows number of entries for "Event type 30, No TTR available" upon further investigation the technician finds that the TTR has not yet been installed.
Which vector command failed (causing the Event Type 30) because there was no TTR?
Correct Answer: B
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QUESTION NO: 4
Which two statements describe why CMS and BCMS reports reflect different data?
(Choose two)
Which two statements describe why CMS and BCMS reports reflect different data?
(Choose two)
Correct Answer: A,C
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QUESTION NO: 5
A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`
A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`
Correct Answer: A
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QUESTION NO: 6
The quick credit call center management has described to move to 24 hour support for same center operations. Because the standard practice has always been to start each vector with the same 5 steps to test for working hours, making the change will require modifying almost all of the vectors.
While making the changes, what can be done to make the future changes easier and more efficient?
The quick credit call center management has described to move to 24 hour support for same center operations. Because the standard practice has always been to start each vector with the same 5 steps to test for working hours, making the change will require modifying almost all of the vectors.
While making the changes, what can be done to make the future changes easier and more efficient?
Correct Answer: D
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