Avaya 7392X Practice Test - Questions Answers, Page 5

Agents/supervisors want to have the ability to login/logout of splits/skills, change their work mode, and perform service observing.

What is used to facilitate this ability?

An Elite Call Center agent is assigned the following Skills:

Skill Hunt Group 1 with Skill Level 5

Skill Hunt Group 2 with Skill Level 10

Skill Hunt Group 3 with Skill Level 15

Skill Hunt Group 4 with Skill Level 15

And the Call Handling Preference is configured as Greatest Need.

Skill 1 Call with priority h that has queued for 10 minutes

Skill 2 Call with priority h that has queued for 15 minutes

Skill 3 Call with priority m that has queued for 15 minutes Skill

4 Call with priority t that has queued for 15 minutes

Which of the calls will the agent handle first under the greatest need handling preference?

Which properties of the call center must be configured so that hunt groups are treated as skill hunt groups for the Automatic Call Distribution (ACD)?

A supervisor wants their agents to automatically log out at a specific time.

Which two administration forms are used to configure this functionality? (Choose two.)

A supervisor with console permission can enter an agent’s login ID, and add or remove an agent’s skill via Feature Access Code (FAC). Agents can also dial FAC to add or remove a skill.

Which statement is true about the configuration of this feature?

In the call center, to prevent an agent from dialing “off-net” to particular numbers, which action should you take?

Which three items are needed to configure a hunt group in an Expert Agent Selection (EAS) enabled call center? (Choose three.)

Which three Vector Directory Number (VDN) parameters are associated with the active VDN?

(Choose three.)

If an agent has the skills to handle one call:

Call 1, with priority 3 that is queued for 10 minutes with skill level 5

Call 2, with priority 3 that is queued for 15 minutes with skill level 10

Call 3, with priority 5 that is queued for 15 minutes with skill level 15

Call 4, with priority 1 that is queued for 15 minutes with skill level 15

Under the skill level handling preference, which of the calls will the agent handle first?