A customer wants to reduce costs in their contact center. They choose to employ Network Call Redirection (NCR) to eliminate as much private network cost as possible. The call center is using Best Services Routing (BSR) to distribute calls to multiple centers.Which command in the vector would invoke NCR when using BSR?
In a multi-site Best Services Routing (BSR) configuration, where do you increase the frequency of polling remote locations during an agent surplus condition?
A call center has four agents:Agent 1 has experience with Sales and French.Agent 2 has experience with Sales and English.Agent 3 has experience with Support and English.Agent 4 has experience with Sales and is bilingual in English and French.The first call comes in requiring sales assistance in English, and a second call comes looking for Sales in French.Which agent is still available for calls when the call center is using Best Services Routing (BSR), and the next call requires French?
What are the three key differences between Enhanced Look-Ahead Interflow (ELAI) and traditional LAI? (Choose three.)
A call enters the system on VDN 3005. The Allow VDN Override is set to no on VDN 3005. The caller chooses the option for Spanish which routes the call to VDN3010, which has Allow VDN Override set to yes. There are no Spanish agents available, so the call is routed VDN 3030.When the caller reaches VDN 3030, what is the active VDN?
The call center has recently converted from 4 to 5 digit extensions. Since the conversion, callers to the Spanish Customer Service skill report that they can no longer reach a specific agent in the call center, even if they know the extension number.Which two commands would provide information to isolate the problem? (Choose two.)
