QUESTION 31
The claims department of an insurance company must separate calls by area code. Some groups of agents can only handle calls Item one area code, while other groups of agents can handle multiple a codes.
Which group of vector steps would satisfy this requirement?
A. goto vector 21 @ step 1 if ani = 201 +
goto vector 21 @ step 1 if ani = 212 +
goto vector 23 @ step 1 if ani in table 1
goto vector 24 @ step 1 if ani in table 2
B. goto vector 21 @ step 1 if ani = 201?
goto vector 21 @ step 1 if ani = 212?
goto vector 23 @ step 1 if ani in table 1
goto vector 24 @ step 1 if ani in table 2
C. goto vector 21 @ step 1 if ani = 201
goto vector 21 @ step 1 if ani = 212
goto vector 23 @ step 1 if ani in table 1
goto vector 24 @ step 1 if ani in table 2
D. goto vector 21 @ step 1 if ani = 2?1
goto vector 21 @ step 1 if ani = 2?2
goto vector 23 @ step 1 if ani in table 1
goto vector 24 @ step 1 if ani in table 2
Answer: A
QUESTION 32
You are tasked to run Basic Call Management Reports (BCMS) on your call center agents. You need to run a report to find out how many calls each agent took the previous day.
Which command is used to run this report?
A. monitor bcms agent 1234 day mm/dd
B. list bcms agent mm/dd
C. list bcms agent mm/dd
D. list bcms agent 1234 day mm/dd
Answer: D
QUESTION 33
Why would a vector skip the step “queue to skill” and go to the next step without planning the call in queue?
A. because all agents are unavailable or on a call
B. because no agents are logged in
C. because the queue limit has been reached in the hunt group
D. because there is a route-to command after the queue-to command
Answer: C
QUESTION 34
Which two statements describe the benefits of the Business Advocate (BA) feature? (Choose two.)
A. It enablesrouting of calls to the agent that is most idle.
B. It dynamically matches a customer to an optimal agent.
C. It provides conditional routing of calls to agent queues.
D. It allows for dynamic reporting of call center activities in custom methods.
E. It uses advanced algorithms to efficiently route calls to agents.
Answer: BE
QUESTION 35
What are three added features when you upgrade form Basic Avaya Call Center to Avaya Call Center Elite? (Choose three.)
A. Service Level Maximize
B. Advocate
C. Hunt Group
D. Call Management System (CMS)
E. Agent Selection (EAS)
Answer: ABE
QUESTION 36
A supervisor wants to endure that a specified group of agents logout at a specified time during the work week.
How can this be accomplished?
A. with After Call Work (ACW) Agent Considered Idle
B. with Forced Agent Logout Time
C. with Interruptible Aux Notification Timer (sec)
D. with Maximum Time Agent in ACW before logout (sec)
Answer: B
QUESTION 37
A customer has Business Advocate (BA) features turned on.
Which technique can be used to protect the predetermined level of service to a valued skill, II volumes or agent staffing levels change abruptly?
A. queue priority levels
B. reserve agents
C. skill preference levels
D. percent allocation
Answer: D
QUESTION 38
A call center operations manager wants agents to manually enter a code to identify the reason for being in auxiliary (AUX) work status.
Which feature must be activated on the system-parameters custom-options to allow this?
A. Call Work Codes
B. Authorization Codes
C. Reason Codes
D. AUX State Codes
Answer: C
QUESTION 39
Which three statements about circular hunt groups are true? (Choose three)
A. The next call to the hunt group is offered to the next station in the members list in a round robin fashion,
starting with the first administered station.
B. The call distribution is dependent of how long stations have been idle.
C. The call distribution is independent of how long stations have been idle.
D. The next tall to the hunt group will be routed to the next agent (station) if the previous agent did not
answer the last call.
E. The next call to the hunt-group will be routed to the same agent (station) if that agent did not answer
the last call.
Answer: ACD
QUESTION 40
A supervisor would like to have their agents automatically log out at a specific time.
Which administration form is used to configure this functionality?
A. Hunt Group Form
B. Agent LoginID Form
C. Feature-Related System-Parameters Form
D. Station Form
Answer: B
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