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Questions came word by
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7392X Questions and Answers

Question # 1

Which two statements about Automatic Call Distribution (ACD) with Expert Agent Selection (EAS) disabled are true? (Choose two.)

A.

Agents should log in manually to each split.

B.

Agents could be logged in to 20 splits maximum.

C.

Splits could be measured by Basic Call Management System (BCMS).

D.

After an ACD-call, an agent will automatically change its state to AUX.

Question # 2

A supervisor with console permission cm enter an agent's login ID, and add or remove an agent's skill via Feature Access Code (FAC). Agents can also dial FAC to add or remove a skill.

Which statement is true about the configuration of this feature?

A.

The supervisor’s class of restriction (COR) must have the field “Can Force a Work State Change” set to y.

B.

The supervisors class of services (COS) must have the field “Add/Remove Agent Skills” set to y.

C.

The agent’s COS must have the field “Add/remove Agent Skills” set to y.

D.

The supervisors COS must have the field “Can Force a Work State Change” set to y.

E.

The supervisors COR must have the field “Add/Remove Agent Skills” set to y.

Question # 3

Which type of virtual routing allows calls among call centers to achieve improved Automatic Call Distribution (ACD) load balance by comparing sites?

A.

Adjunct Routing

B.

Network Call Transfer

C.

Look-Ahead Interflow

D.

Network Call Redirection

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