3304 · Question #77
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…
The correct answer is B. ACD calls in process count in the time interval in which they terminate. Exam Questions, Study Guides, Practice Tests. Lead the way to help you pass any IT Certification exams, 100% Pass Guaranteed or Full Refund. Especially Cisco, CompTIA, Citrix, EMC, HP, Oracle, VMware, Juniper, Check Point, LPI, Nortel, EXIN and so on. Our Slogan: First Test…
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.
How the community answered
(22 responses)- A5% (1)
- B77% (17)
- C14% (3)
- D5% (1)
Explanation
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