A.Workforce Management

B.IVR

C.Automatic Call Distribution

D.Skill-based Routing

A.Divisions allow the organization to control which roles can be assigned to users.

B.Divisions define which users can be assigned to queues.

C.Divisions allow grouping and segregation of objects while keeping them inside the same organization.

D.Divisions are used to divide interactions equally between 2 or more queues.

A.Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.

B.Critical questions are multiple choice questions that have a higher weightage than non-critical questions.

C.If answered "No", critical questions will result in an evaluation score of zero for the interaction.

D.Critical questions are questions that the agent must answer.

A.Unified communications features, such as telephony, unified messaging, voice conferencing, and auto-attendant.

B.Directory capabilities, such as advanced search, profiles, and keyword searching.

C.Call center features, such as ACD and scripting.

D.Knowledge-based features, such as FAQs and communities.

A.True

B.False