Your team is building an application for a contact center that handles a variety of customer requests. Business policies require that each customer interaction be conducted with the most appropriate next available Customer Service Representative (CSR) .
What is the best way to implement this requirement?

You are troubleshooting a performance issue with a user interaction that exceeds the maximum time of five seconds. The elapsed time shown in the performance report indicates a total of two seconds.
Which tool do you use to determine what is adding the additional three seconds to the performance measure?

Use the ________________ keyword to reference a parameter in the same rule in which the parameter is defined.

You are tasked with configuring the Get Next Work functionality for an application. The requirement states that the workbaskets a user is associated with must be checked first, and all eligible assignments must be consolidated into a single list before being filtered and sorted .
Which two of the following options do you select on an Operator ID record to configure the Get Next Work functionality to meet this requirement? (Choose Two)

Which rule availability setting can you use to force the system to look for an instance of the rule in the next highest class or ruleset?