If You Use Skills-Based Routing, Where Is the Agent Selection

question 96

Multiple Choice

If you use skills-based routing, where is the agent selection criteria defined?

• A) in the Contact Service Queue definition
• B) in the Resource definition
• C) in the Skill definition
• D) in the Skill Group definition

Understand the concept of beta and its role in measuring market risk.

Grasp the relationship between risk and return as depicted by the Security Market Line (SML).

Understand the implications of changes in market conditions (e.g., risk-free rate, market risk premium) on the SML.

Recognize the difference between systematic (market) risk and unsystematic (business-specific) risk.

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