What is the goal of identifying a call type?

The correct answer is C. to ensure the contact is handled by the correct CCE Routing Script. Skill targets are used to route calls to the appropriate Agent, and the call type is used to determine which skill target should be used for the call. By correctly identifying the call type, the CCE system can ensure that the call is routed to the correct skill target and that…

Configure Call Flow and Agent Workflow

Question

Options

Ato ensure the correct Skill Target is selected
Bto ensure the call goes to the correct MRD
Cto ensure the contact is handled by the correct CCE Routing Script
Dto ensure the call reaches the agent in the correct queue

How the community answered

(34 responses)

A
3% (1)
B
6% (2)
C
88% (30)
D
3% (1)

Explanation

Skill targets are used to route calls to the appropriate Agent, and the call type is used to determine which skill target should be used for the call. By correctly identifying the call type, the CCE system can ensure that the call is routed to the correct skill target and that the call is handled by the right agent.

Topics

#call type#routing script#CCE routing#call classification

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