7392X Online Practice Questions and Answers
Which two statements about Automatic Call Distribution (ACD) with Expert Agent Selection (EAS) disabled are true? (Choose two.)
A. After an ACD-call, an agent will automatically change its state to AUX.
B. Splits can be measured by Basic Call Management System (BCMS).
C. Agents can be logged in to 20 splits maximum.
D. Agents should log in manually to each split.
Refer to the exhibit.
Given existing variable values on the vector step in the exhibit, what will be the resulting value of Variable "A"?
A. 9432
B. 876549432
C. 3876
D. 87654
A call center where agents handle customers with account numbers is using Call Center Elite. The call center wants to offer a survey to customers who complete their tasks to determine the level of service they have received.
Which feature would you suggest when the call center offers a survey to the people who have called?
A. VDN Return Destination
B. VDN Interflow
C. VDN Vectors
D. VDN Override
To improve call handling and agent productivity, you set up a vector using Look Ahead Interflow to check if the remote site can accept a call, and has an agent available. You only want to interflow calls that are at the top two positions of the queue.
Which command would be entered in the vector to accomplish this?
A. route-to number 9581234 with cov y if interflow-gpos>=2
B. route-to number 9581234 with cov n if interflow-gpos<2
C. route-to number 9581234 with cov n if interflow-gpos<=2
D. route-to number 9581234 with cov y if interflow-gpos=2
Which three items are components of Communication Manager? (Choose three.)
A. endpoints
B. gateways
C. sessions
D. trunks
E. desktops
Agents/supervisors want to have the ability to login/logout of splits/skills, change their work mode, and perform service observing.
What is used to facilitate this ability?
A. Dial Access Plans
B. Feature Access Codes (FACs)
C. Skill Assignment
D. Business Advocate (BA)
An Elite Call Center agent is assigned the following Skills:
Skill Hunt Group 1 with Skill Level 5 Skill Hunt Group 2 with Skill Level 10 Skill Hunt Group 3 with Skill Level 15 Skill Hunt Group 4 with Skill Level 15
And the Call Handling Preference is configured as Greatest Need.
Skill 1 Call with priority h that has queued for 10 minutes Skill 2 Call with priority h that has queued for 15 minutes Skill 3 Call with priority m that has queued for 15 minutes Skill 4 Call with priority t that has queued for 15 minutes
Which of the calls will the agent handle first under the greatest need handling preference?
A. Skill 4 Call
B. Skill 2 Call
C. Skill 1 Call
D. Skill 3 Call
Which properties of the call center must be configured so that hunt groups are treated as skill hunt groups for the Automatic Call Distribution (ACD)?
A. Hunt groups are set to be skill hunt groups if the ACD is set to yes, and if Expert Agent Selection is set to no.
B. Hunt groups are set to be skill hunt groups if the ACD is set to yes, and Expert Agent Selection is set to yes.
C. Hunt groups are set to be skill hunt groups if the ACD is set to no, and if Expert Agent Selection is set to yes.
D. Hunt groups are set to be skill hunt groups if the ACD is set to no, and if Expert Agent Selection is set to no.
Which three items are needed to configure a hunt group in an Expert Agent Selection (EAS) enabled call center? (Choose three.)
A. The group extension
B. The call distribution method
C. The Vector Directory Number (VDN)
D. The trunk group number
E. The Class of Restriction (COR)
A customer wants the ability to track the call types for Automatic Call Distribution (ACD) calls answered by agents. These call types will be defined by the customer.
Which call center feature can the customer use to track their defined call types?
A. Multiple Call Handling (MCH)
B. Redirection on No Answer (RONA)
C. Feature Access Codes (FAC)
D. Call Work Codes (CWC)
E. Least Occupied Agent (LOA)