Avaya
132-S-715.1 · Question #47
You are working with a company to configure a design for the email channel of its Avaya Interaction Center (IC) 7.0. The company knows that it needs to "screen" emails in order to direct them to the…
The correct answer is A. Are the emails relatively complex and need further analysis? C. Which keywords might determine which workgroup to route to? D. Will a subset of agents handle different types of email within the workgroup? See the full explanation below for the reasoning.
Question
You are working with a company to configure a design for the email channel of its Avaya Interaction Center (IC) 7.0. The company knows that it needs to "screen" emails in order to direct them to the appropriate workgroups in its call center. Which three questions give you information that helps you with your design? (Choose three.)
Options
- AAre the emails relatively complex and need further analysis?
- BIs there a preference for using MessageFire content analysis?
- CWhich keywords might determine which workgroup to route to?
- DWill a subset of agents handle different types of email within the workgroup?
How the community answered
(38 responses)- A76% (29)
- B24% (9)
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