In an Expert Agent Selection (EAS) Call Center, the Customer

question 16

Multiple Choice

In an Expert Agent Selection (EAS) Call Center, the customer wants queued calls to be answered by the agent that has been available the longest. Skill level is not to be taken into account when routing the queued calls to an agent. To meet this requirement, to which type of call distribution method should the hunt group be configured?

• A) Expert Agent Distribution-Most Idle Agent (EAD-MIA)
• B) Uniform Call Distribution Most Idle Agent (UCD-MIA)
• C) Direct Department Calling (DDC)
• D) Dynamic Agent Selection (DAS)

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Definitions:

Agreement

A mutual understanding or arrangement between two or more parties, often formalized by a contract or other legal document.

Duration

How long something lasts or is present.

Brief Therapy

A short-term psychological treatment aimed at addressing specific issues within a limited number of sessions.

Deserted

Refers to a place or area that has been abandoned or left empty with no inhabitants.