최신 6201-1 무료덤프 - Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation

문제1

Click the Exhibit button.
The Quick Credit call center opened at 8 a.m. on the Friday, the day after a holiday By
8:30, the customer service line had received 6 customer complaints all1 stemming from calls to the center the day before. Callers complained that they received the "all agents are busy" recording but regardless how long they waited, were never answered.
What caused callers to be queued even though the Quick Credit call center was closed on the holiday?

A. The Communication Manager was down.

B. The holiday was not administered in the holiday tablet

C. An agent forgot to log out.

D. The holiday recording was not functioning properly.

정답: B

문제2

The customer has both BCMS and CMS at a contact center
What is the major difference that could affect call data?

A. CMS records the call at the start of the call, and BCMS records the calf at the end

B. BCMS holds data longer than CMS

C. BCMS records the call at the start of the call, and CMS records the call at the end.

D. BCMS will not collect data if the link to the CMS is down.

정답: C

문제3

A small but growing software firm is currently subcontracting a call centre to answer its technical support calls. The contact with the agency limits the number of simultaneous tech support calls to 50.
Which vectoring option provides the capability to limit the number of active calls and send the surplus to a busy treatment?

A. VDN counted calls

B. Activate on oldest call waiting

C. expected Wait Time (EWT)

D. Target service level

정답: A

문제4

A customer wants to optimize agent resources while also servicing calls in queue.
Which Advocate feature will meet this requirement? I

A. Service Objective

B. Predicted Waft Time

C. Percent Allocation Distribution

D. Dynamic Queue Position

정답: A

문제5

Which three statements describe the benefits of Best Service Routing (BSR)? (Choose three.)

A. BSR creates a virtualized pool of agent resources.

B. BSR improves agent utilization.

C. BSR balances and improves service across enterprise.

D. BSR follows a specified strategy far skill selection.

E. BSR decreases titer workload across sites.

정답: B,C,D

설명: (DumpTOP 회원만 볼 수 있음)

문제6

In which communication method form is the Call Distribution Method (far example, Expert agent Distribution Last Occupied Agent)

A. VDN farm

B. Agent Login ID farm

C. Vector farm

D. Hunt Group farm

정답: A

최신 6201-1 무료덤프 - Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation

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