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NEW QUESTION 26
Your customer wants its agents to be able to pull chats from the wait queue. Which two actions should you perform?
- A. Select the corresponding pull policy.
- B. Configure advanced routing.
- C. Select the Chat check box that is associated with an agent's staff account.
- D. Enable the engagement engine.
- E. Select the Pull Chat check box in the chat profile.
Answer: A,E
NEW QUESTION 27
Your customer wants to set a disposition and add a specific standard text item automatically based on a given endpoint within the guided assistant path info response thread. Which two steps are required to complete this request?
- A. Use a workplace rule to create a pop-up box reminding the agent to select the disposition and make the disposition field required in the incident workplace.
- B. Use Agent Workspace rule to populate the standard text to the message thread and set the disposition when the named event is fired.
- C. Use Agent Workflow to populate the disposition and the standard text based on the named event in the guide.
- D. Create a named event to file each end point of the guide.
- E. Use an Incident Business rule to fire a named event and populate the standard text into the message thread.
Answer: B,D
NEW QUESTION 28
Which two components can be edited in a standard report?
- A. Schedules
- B. Permissions
- C. Non-selectable filters
- D. Graphs
- E. Column headings
- F. Report headings
Answer: A,B
NEW QUESTION 29
A contact center supervisor wants to assign an incident to an agent, A1. However, the supervisor finds that A1 is not available in the Assigned drop-down list in the incident workspace.
What could be the reason?
- A. The profile to which the agent is assigned does not have the Incident Read option selected on the Permissions > Services tab.
- B. The profile to which the agent is assigned does not have a navigation set assigned.
- C. The profile to which the agent is assigned does not have the incident workspace assigned.
- D. The profile to which the agent is assigned does not have the Interface Access check box selected.
- E. The profile to which the agent is assigned does not have to appear in the Menu option selected on the Services tab.
Answer: D
NEW QUESTION 30
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