Which option provides the ability for an email interaction to be interrupted by voice?
Admin>Contact Center>Utilization
Admin>Contact Center>ACD Skills
Admin>Routing>Emergencies
Admin>Routing>Disconnect Interactions
What is the Alerting Timeout with regard to Queue configuration?
This is how long the interaction will alert before disconnecting
This is how long the agent has to complete after call work
This is how long the interaction will wait to begin alerting the agent
This is how long the interaction will alert before timing out and setting the agent’s status to Not Responding
Call Recording is enabled in.
Admin > Telephony
Admin > Quality
Admin > Contact Center
What is a fatal question in an Evaluation Form?
Fatal Questions have a heavier weight than non-fatal Questions
Fatal Questions are also critical Questions. If scored “No” the evaluation score will be zero
Fatal Questions are also critical Questions. If scored “No” the agent will be terminated
Fatal Questions are the same as critical Questions
TESTED 23 Dec 2024
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