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1. Which communication manager option on the communication manager gives the customer call centre capabilities?
A) Automatic Call Distribution (ACD)
B) Expert Agent Selection (EAS)
C) Least Occupied Agent (LOA)
D) Best Service Routing (BSR)
2. A customer needs help with maintaining service level targets.
Which Advocate feature will make automated adjustments to overload settings?`
A) Dynamic Percent Allocation
B) Service Objective
C) Vector Queuing Priorities
D) Dynamic Threshold Adjustment
3. A customer just upgraded their CMS to release R16 from release Rt4. The switch is release CM4 and is not going to be upgraded to CM 6 until next week When the switch is upgraded, what needs to happen before the link will come up using the CM6 protocol?
A) It is not necessary far either the reporting adjunct or the switch release to change.
B) Only the switch release in the CMS needs to be changed to CM6.
C) Only the reporting adjunct in the switch needs to be changed to R16 CMS.
D) Both the reporting adjunct the switch and the switch release in the CMS need to be updated
4. Which two Advocate features address the condition called the Supervisor Shuffle? (Choose two)
A) Predicted Wait Time
B) Reserve Agent
C) Service Objective
D) Vector queuing priority
5. 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?
A) Redesign the routing so all calls funnel through a signal vector
B) Change announcements for each skill to include working hours and advice callers to hang up if not calling during those hours.
C) Add vector variables to each vector to test for working hours.
D) Create vector subroutine that can be used in all vectors that have the same working hours
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: A,B | Question # 5 Answer: D |
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