Which Two Benefits to a Call Center Does the Call

question 44

Multiple Choice

Which two benefits to a Call Center does the Call Vectoring feature provide? (Choose two.)

• A) the customized handling of incoming calls via programmed commands
• B) the ability for supervisors to monitor an agent's Automatic Call Distribution (ACD) calls
• C) the ability for an agent to answer multiple Automatic Call Distribution (ACD) calls
• D) the conditional call treatment or routing based on parameters such as time of day, day of week, holidays, etc.
• E) the ability to change the skills assigned to an agent

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Definitions:

Pinel

Refers to Philippe Pinel, a French physician credited with laying the foundation of modern psychiatry by advocating for humane treatment of the mentally ill.

Psychoanalytic Model

A psychological theory that emphasizes unconscious processes and childhood experiences in shaping personality and behavior.

Unconscious Conflicts

Internal struggles stemming from unresolved issues or desires that operate outside of conscious awareness, often a focal point in psychoanalytic theory.

Psychological Disorders

Mental disorders characterized by patterns of behavior or thoughts that are significantly distressing or impairing in daily functioning.