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Question 3 - 3312 discussion

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A customer with Avaya Aura@ Contact Center (AACC) has five calls waiting in queue for the Customer Service Skillset. An agent becomes available to answer the calls. Which call will be presented to the agent?

A.
the call with the highest priority in the script
Answers
A.
the call with the highest priority in the script
B.
the call that has been in queue the longest
Answers
B.
the call that has been in queue the longest
C.
the call that has been in the system the longest
Answers
C.
the call that has been in the system the longest
D.
the call for which the agent has the highest priority
Answers
D.
the call for which the agent has the highest priority
Suggested answer: B

Explanation:

Avaya contact center always give preference on first come, first serve basis. The call that is in the queue for the longest period of time, will be given preference. The priority can be set based on the most urgent call, but in normal circumstances, the call with the longest wait period, will be given preference.

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asked 16/09/2024
Verónica Crespo
36 questions
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