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3304 · Question #77
3304 Question #77: Real Exam Question with Answer & Explanation
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Question
As a call center supervisor you have 12 agents that report to you. The Basic Call management System (BCMS) is reporting a particular agent taking 10 calls during a 1 hour interval. The agent is claiming to have taken 100 calls. You find that one of the calls spanned more than one time interval. Which statement about Automatic Call Distribution (ACD) explain, the discrepancy in the BCMS report?
Options
- AACD calls in process count in the time interval in which they start.
- BACD calls in process count in the time interval in which they terminate.
- CACD calls in process count in the time interval in which the call duration are the longest.
- DACD calls in process count in the time interval in which the call duration are the shortest.
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