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NEW QUESTION 23
Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)
- A. Set up a schedule to run a daily report
- B. Determine how many evaluations per hour to assign to a quality evaluator
- C. Update the Do Not Call list with records that have the appropriate wrap-up code
- D. Automatically assign an evaluation for all calls over 5 minutes
- E. Determine how long to retain recordings and whether to archive or delete them
Answer: A,D,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-quality-policies/
NEW QUESTION 24
What is a critical
- A. Critical Questions are Questions that the agent must answer.
- B. Critical Questions are used to prioritize Questions that are critical to the success of an interaction. A separate critical score is calculated for critical Questions.
- C. If answered "No", critical Questions will result in an evaluation score of zero for the interaction.
- D. Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.
Answer: B
NEW QUESTION 25
Which definition matches the After Call Work option Optional?
- A. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.
- B. The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.
- C. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.
- D. The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 26
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