500-442 · Question #31
Which two functionalities should a Contact Center typically be provided? (Choose two.)
The correct answer is A. Skill-Based Routing: This functionality allows the Contact Center to route calls to the most C. IVR and Queuing: Interactive Voice Response (IVR) systems and queuing mechanisms are. A Contact Center typically needs to provide the following functionalities: appropriate agent based on their skills, ensuring that customers are matched with agents who can best address their needs. crucial for managing incoming calls, providing self-service options, and…
Question
Which two functionalities should a Contact Center typically be provided? (Choose two.)
Options
- ASkill-Based Routing: This functionality allows the Contact Center to route calls to the most
- BSurveys
- CIVR and Queuing: Interactive Voice Response (IVR) systems and queuing mechanisms are
- DTCP/IP
- ERouting Protocols
How the community answered
(20 responses)- A90% (18)
- B5% (1)
- D5% (1)
Explanation
A Contact Center typically needs to provide the following functionalities: appropriate agent based on their skills, ensuring that customers are matched with agents who can best address their needs. crucial for managing incoming calls, providing self-service options, and efficiently managing caller wait times until an appropriate agent is available.
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