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NEW QUESTION 28
Which definition matches the After Call Work option Mandatory, Time-boxed?
- A. 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.
- B. 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.
- 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 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.
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 29
What is the purpose of the Wrap-up code mappings?
- A. The mappings configures outbound dialing to flag a single number or the entire contact as uncallable, or the right party contacted, based on the wrap-up code assigned to the interaction
- B. The mappings allow you to associate some behavior with the wrap-up code, such as callback time
- C. The mappings allow you to associate wrap-up codes to specific campaigns
- D. The mappings allow you to associate wrap-up codes to specific queues
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/wrap-code-mappings-page/
NEW QUESTION 30
What does it imply when a campaign does not dial a list of telephone numbers?
- A. They are in the DNC list
- B. Unable to reach the customer
- C. The telephone number is wrong
- D. The call went unanswered
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/not-call-lists-view/
NEW QUESTION 31
Put the steps below in the correct order to successfully complete the Calibration process:
1. Evaluate the interactions
2. Discuss the calibration results
3. Record interactions based on Policies
4. Take action on calibration results
5. Select and assign interactions for calibration
- A. 3, 5, 1, 2, 4
- B. 3, 5, 1, 4, 2
- C. 3, 5, 4, 2, 1
- D. 3, 4, 5, 2, 1
Answer: A
NEW QUESTION 32
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