6201.1 무료 덤프문제 온라인 액세스

Which Contact Center feature uses advanced algorithms, predictive technology and customer objective to efficiently route calls to agents?

• A.EWT- Expected Wait Time
• B.Percent in Service Level
• C.Avaya Business Advocate
• D.ASA-Average Speed of Answer

What is the term of an extension that routes calls to specific vector?

• A.Vector Routing Number (VRN)
• B.Routing Directory Number (RDN)
• C.Vector Directory Number (VDN)
• D.Hunt Group Number (HGN)

Agent 20042, a scenario mortgage specialist, is assigned 5 skills.
Which two ways can the agent identify the type of call that being delivered? (Choose two.)

• A.by the VDN of Origin announcement before call is delivered
• B.by the telephone display (a = Originator Name to VDN)
• C.by the flashing skill button on the telephone set
• D.by the Skill whisper announcement before call: is delivered

The customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?

• A.BCMS will not collect data if the link to the CMS is down.
• B.CMS records the call at the start of the call, and BCMS records the calf at the end
• C.BCMS holds data longer than CMS
• D.BCMS records the call at the start of the call, and CMS records the call at the end.

A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`

• A.Vector Queuing Priorities
• B.Dynamic Percent Allocation
• C.Service Objective
• D.Dynamic Threshold Adjustment