Avaya
3309 · Question #32
In the Intelligent Customer Routing (ICR) deployment, Chicago and Denver are the two call centers. Both call centers have an equal number of agents to handle calls for a specific skill. You want to…
The correct answer is C. On the Skill configuration page, configure the Agent Strategy as "Preferred Location". See the full explanation below for the reasoning.
Question
In the Intelligent Customer Routing (ICR) deployment, Chicago and Denver are the two call centers. Both call centers have an equal number of agents to handle calls for a specific skill. You want to route more calls to the Chicago call center. What needs to be done while configuring Skill and Vector Directory Number (VDN)?
Options
- AOn the Skill configuration page, configure the Agent Strategy as "Preferred location".
- BOn the Skill configuration page, configure the Agent Strategy as "UCD-MIA".
- COn the Skill configuration page, configure the Agent Strategy as "Preferred Location".
- DOn the Skill configuration page, configure the Agent Strategy as "UCD-MIA".
How the community answered
(24 responses)- A13% (3)
- B4% (1)
- C79% (19)
- D4% (1)
Community Discussion
No community discussion yet for this question.