Which Two Factors Determine Which Call Will Be Routed Via

question 1

Multiple Choice

Which two factors determine which call will be routed via the "Last Agent" element? (Choose two.)

• A) If the Caller know the extension number of the Agent
• B) How long ago the agent spoke to the caller
• C) Minimum contact time during the last conversation with the agent
• D) The Last Agent available in the group
• E) If the Customer in is the Agents personal contacts list

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Definitions:

Sensorimotor

Referring to the developmental stage in Piaget's theory of cognitive development, where infants learn through interacting with the world using their senses and motor abilities.

Egocentrism

A cognitive bias where individuals overemphasize their own point of view at the expense of others' perspectives.

Animism

The belief that objects, places, and creatures all possess a distinct spiritual essence.

Self-Centering

The tendency to consider one's own perspectives and needs before those of others.