A. So that skills can have a more granular competency rating than languages
B. So that an agent with a language capability can receive an interaction regardless of the skill requirement
C. Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction
D. So that an agent with a skill can receive an interaction regardless of the language requirement
A. Call Flow
B. Image
C. Text
D. Checkbox
E. Web Page
F. Visual Basic Control
A. Admin > Telephony
B. Admin > Contact Center
C. Admin > Quality
A. Queue
B. Language
C. Skills
D. Roles
A. 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.
B. 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.
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.
