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Download Implementing Cisco Contact Center Enterprise Chat and Email Exam Dumps
NEW QUESTION 28
What is the formula for a standardized agent count for email?
- A. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 20
- B. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 4
- C. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 6
- D. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 10
Answer: D
NEW QUESTION 29
How long before incoming activities coming to aliases, for which there are no workflows configured, are moved to the exception queue?
- A. 240 minutes
- B. 24 hours
- C. 120 minutes
- D. 60 minutes
Answer: D
NEW QUESTION 30
Which activities can agents pick and pull?
- A. Agents can pick chat from other agents that belong to the different skill groups.
- B. Agents can pick emails from other agents that belong to the different skill groups.
- C. Agents can pick emails from other agents that belong to the same set of skill groups.
- D. Agents can pick chats from other agents that belong to the same set of skill groups.
Answer: D
Explanation:
Agents can pick chats from other agents that belong to the same set of skill groups. This is known as “chat takeover” or “chat transfer” and allows agents with the same skill set to assist customers who have been waiting in a queue or are currently engaged in a chat with another agent. Reference: https://www.genesys.com/resources/cx-overview/customer-service/chat-transfer
NEW QUESTION 31
What is an MRD a collection of that is associated with a common communication medium?
- A. skill groups and route
- B. skill groups and services
- C. scripts and script selector
- D. route point and DN
Answer: B
Explanation:
An MRD (multi-resource device) is a collection of skills, services, and route points that is associated with a common communication medium. Skill groups are used to define the skills and services that the agent needs to handle incoming calls, while route points are used to route calls to the agents.
NEW QUESTION 32
Which two media classes require configuration to be used in Enterprise Chat and Email? (Choose two.)
- A. ECE_Inbound
- B. ECE_Email
- C. ECE_Chat
- D. ECE_activity
- E. ECE_Default_Queue
Answer: B,C
Explanation:
Reference:
Enterprise Chat and Email (ECE) is a Cisco product that allows customers to communicate with a business through various channels such as chat, email, social media, and other digital channels.
To use the ECE_Email and ECE_Chat media classes, configuration is required.
1. ECE_Email: ECE_Email media class is used to configure the email channel, this includes settings such as email address, email server, and other email-related configurations. This media class is used to route incoming email to the appropriate agent or department.
2. ECE_Chat: ECE_Chat media class is used to configure the chat channel, this includes settings such as chat server, chat client, and other chat-related configurations. This media class is used to route incoming chats to the appropriate agent or department.
Cisco: Cisco Enterprise Chat and Email
Cisco: Cisco Enterprise Chat and Email Media Class Configuration
Cisco: Cisco Enterprise Chat and Email Media Class Configuration Guide
NEW QUESTION 33
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