An Elite Call Center Agent Is Assigned the Following Skills

question 4

Multiple Choice

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?

• A) Skill 4 Call
• B) Skill 2 Call
• C) Skill 1 Call
• D) Skill 3 Call

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Definitions:

Impoverished Background

A situation where an individual or family lives in a state of financial hardship or poverty, lacking sufficient resources for a standard living.

Confirmation Bias

The predisposition to look for, comprehend, prioritize, and recollect facts in a way that supports one’s own prior convictions or hypotheses.

Impoverished Background

Referring to a lack of financial resources and economic stability in one's family or upbringing, often impacting access to opportunities.

Oral Exam

An oral exam is a type of examination where candidates are verbally questioned on their knowledge or competence in a particular subject or field.