A Customer Is Waiting in Queue, Listening to Music, and Waiting

question 1

Multiple Choice

A customer is waiting in queue, listening to music, and waiting for the call to be routed to an agent. Which mechanism controls what happens while the customer is waiting in the queue?

• A) Agent Stations
• B) Vectors
• C) Skills
• D) Hunt Groups

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Definitions:

Communication Model

A theoretical framework that describes the process of transmitting information from a sender to a receiver.

Mental Map

An individual's personal, internal representation of the spatial relationships between objects in their environment.

Selective Perception

The process by which individuals perceive what they want to in media messages while ignoring opposing viewpoints.

Receiver Distorts

Occurs when the person receiving a message misunderstands or alters the information, leading to communication errors.