Calls to an ICD queue should reserve an available agent and connect the call after a database lookup is performed. How should the script be configured to accomplish this?

Question

Options

• ASet the Resource Step Connect option to No and perform a Connect after the database lookup is
• BIssue a Call Hold after the Resource Step selects an agent and release the hold after the database
• CIssue a Queue Step followed by the database lookup and a Resource Step.
• DIssue a Queue Step followed by the database lookup and a Dequeue Step.

• A
  72% (47)
• B
  17% (11)
• C
  3% (2)
• D
  8% (5)

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