What provides built-in real and historical reporting capabilities for the call center, including reports for Splits/Skill, Agents, Vector Directory Numbers (VDNs) and trunk groups?
A customer wants the ability to track the call types for Automatic Call Distribution (ACD) calls answered by agents. These call types will be defined by the customer.Which call feature can the customer use to track their defined call types?
You are implementing a new contact center and gathering all information for the new agents. The Communication manager (CM) Agent Login ID form is populated from information gathered on the Agent Skills Worksheet.Which three items are included on this worksheet? (Choose three)
Which vector object can replace the Time of Day (TOD) global Vector Variable?
The first administered extensions in the hunt-group screen is usually serving a call, and is often referred to as hot seat.What is the name of this call distribution method?
Which two statements describe the benefits of the Business Advocate (BA) feature? (Choose two.)
