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:

Population Variances

A measure of the spread of a population's data points from its mean.

Test Statistic

A value derived from sample data, used in statistical hypothesis testing to determine whether to reject the null hypothesis.

F Distributed

Describes a statistical distribution used in hypothesis testing, related to the ratio of two sample variances.

Populations

In statistics, populations refer to the entire group of individuals or items of interest from which a statistical sample is drawn for analysis.