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Question 108 - CIS-CSM discussion

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In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

A.
Uses matching and assignment rules to send work Hems to the agent with the most capacity
Answers
A.
Uses matching and assignment rules to send work Hems to the agent with the most capacity
B.
When one support group reaches capacity the work Item is automatically routed to another group
Answers
B.
When one support group reaches capacity the work Item is automatically routed to another group
C.
Uses matching and assignment rules to send won* items to the agent with the highest availability
Answers
C.
Uses matching and assignment rules to send won* items to the agent with the highest availability
D.
Routes cases to different groups based on their skill set and availability
Answers
D.
Routes cases to different groups based on their skill set and availability
Suggested answer: B
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asked 23/09/2024
Suraj Patil
34 questions
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