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QUESTION NO: 1
An Elite Call Center agent is assigned the following Skills:
And the Call Handling Preference is configured as Greatest Need.
Which of the culls will the agent handle first under the greatest need handling preference?
A. Skill 4 Call
B. Skill 1 Call
C. Skill 3 Call
D. Skill 2 Call
Answer: A
QUESTION NO: 2
What provides built-in real-time and historical reporting capabilities for the call center,
Including, reports tor Splits/Skills, Agents, Vector Directory Numbers (VDNs) and trunk Groups?
A. Service Level Maximizer (SLM)
B. Basic Call Management System (BCMS)
C. Automatic Number Identification (ANI)
D. VuStats
Answer: B
QUESTION NO: 3
Which two parameters must be configured to allow Service Observing while, off site? (Choose two.)
A. COR - Restriction Override set to all
B. Service Observing Listen Only Access Code
C. Service Observing (Remote/By FAC)
D. Telecommuter
Answer: B,C
Explanation
Reference Administering Avaya Aura Communication Manager page 504
QUESTION NO: 4
A call center has agents skilled In sales of product X.
You want them to be able to wrap up calls after they complete a sales call.
To allow this agent to wrap up a call, which parameter should be adjusted?
A. Call Handling Preference on the Hunt Group form
B. Direct Agent Call First on the Agent Handling form
C. Assigned Skill on the Hunt Group form
D. Timed ACW field on the VDN or Hunt Group form
Answer: A
QUESTION NO: 5
Which three statements about configuring a Call Center with the Elite offer are true? (Choose three.)
A. SLM can be used as an agent-based call distribution type.
B. Service Level Maximize (SLM) can be used as a skills-based call distribution type.
C. Call Management System (CMS) or IQ must be used as the reporting tool.
D. It is possible to use Vector Directory Number (VDN) skill preferences.
E. It includes Export Agent Selection (EAS) and Business Advocate (BA).
Answer: B,C,E
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Updated: May 28, 2022