Which Two Statements Describe the Benefits of Using Expert Agent

question 26

Multiple Choice

Which two statements describe the benefits of using Expert Agent Selection (EAS) ? (Choose two.)

• A) It enables recorded announcements to be played to incoming calls.
• B) It provides options for selecting among available agents with the same skill.
• C) It facilitates routing of incoming calls to a Voice Response Unit to facilitate self-service.
• D) It provides basic reporting on Vectors, Agents, and Trunk Groups.
• E) It improves agent performance because supervisors can have agents handle calls based on either skill-level or greatest need.

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Definitions:

Allocate Costs

The process of assigning costs, often indirect, to different departments, projects, or activities based on benefits received or other equitable relationships.

Customer Service Failures

Instances where a business fails to meet the expected levels of service, leading to customer dissatisfaction.

Order To Cash

A business process that covers the entire order processing system from receipt of an order to the point where the order is fulfilled and payment is received.