A. Set up a schedule to run a daily report

B. Update the Do Not Call list with records that have the appropriate wrap-up code

C. Automatically assign an evaluation for all calls over 5 minutes

D. Determine how long to retain recordings and whether to archive or delete them

E. Determine how many evaluations per hour to assign to a quality evaluator

A. Email

B. All of the above

C. Call

D. Chat

E. Message

A. The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

B. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.

C. The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.

D. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.

A. The media types that can interrupt current interactions that an agent is handling

B. The length of time that an agent may spend on each media type

C. The number of different media types that an agent may handle simultaneously

D. The after call work time for each media type

E. The maximum capacity that an agent may handle simultaneously for each supported media type

A. Reports

B. Dynamic Views

C. All of the above

D. Dashboards

A. The ability to receive and route specific tweets to agents so that they can respond to those tweets

B. The ability for customers to access their accounts via social media channels

C. The ability to create and manage a Facebook page

D. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets

A. Use a text editor, such as Notepad, to create your .csv files

B. Use a .csv application to create .csv files

C. Create a spreadsheet and export it as a .csv file

D. Use a word processing application, such as Microsoft Word, to create your .csv files