Question 1

Which feature enables a voice interaction to interrupt an email interaction?

Options :

A : Utilization

B : ACD Skills

C : Emergency Routing

D : Scripts

Answer: A

Question 2

What is the Alerting Timeout with respect to Queue configuration?

Options :

A : This is how long the interaction will alert an agent before disconnecting.

B : The time an agent has to complete After Call Work.

C : This is how long the interaction will wait to resume before alerting the agent.

D : Duration of time the interaction will alert before timing out and setting the agent’s status to Not Responding.

Answer: D

Question 3

User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

Options :

A : True

B : False

Answer: A

Question 4

All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT __________.

Options :

A : Create a Site

B : Assign the Edge to a Site

C : Configure a trunk

D : Create an Edge Group

E : Associate the network interface

F : Authenticate the Edge

G : Configure the Edge Connectors

Answer: C

Question 5

Which of the following best defines the performance view for Queues?

Options :

A : Used to monitor real-time contact center metrics.

B : Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.

C : Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents

D : Used to view historical data only.

Answer: C