A. Service Level applies to emails, and Service Level Target applies to calls.
B. Service Level is a historical calculation, while Service Level Target is a goal set in the configuration.
C. Service Level Target is managed by the IVR, and Service Level is managed by the ICD.
D. They are identical terms.
A. It is the oldest codec and has the widest compatibility.
B. It uses the most bandwidth, guaranteeing the best quality.
C. It is a versatile codec that provides high quality at low bitrates and is well-suited for variable network conditions.
D. It is only used for video calls.
A. To have the most advanced technology.
B. To enhance customer experience, improve operational efficiency, and drive business growth.
C. To eliminate the need for a CRM system.
D. To reduce the number of agents employed.
A. It is the only method supported by the AICC software.
B. It provides higher quality recordings.
C. It is undetectable by the agent and does not generate any signaling that could impact the call.
D. Passive taps are less expensive.
A. High-quality audio codecs.
B. TTY/TDD (Teletypewriter/Telecommunications Device for the Deaf) support.
C. Silent monitoring.
D. Video call functionality.
A. Decreased call quality.
B. Lower connection rates.
C. A high number of abandoned calls, leading to compliance issues and customer dissatisfaction.
D. Increased agent idle time.
A. There is no technical difference; it's just a permission setting.
B. Monitoring is passive listening, while barging creates a 3-way conference where the supervisor can speak.
C. Barging is only available for voice calls, while monitoring works for all channels.
D. Monitoring requires the agent's permission, while barging does not.
A. 200 OK
B. 404 Not Found
C. 486 Busy Here
D. 302 Moved Temporarily
A. To define a set of agents or queues that can be targeted by a single pilot number.
B. To provide background music for callers on hold.
C. To record calls for a specific group of agents.
D. To manage outbound dialing campaigns.
A. The rate at which customers agree to surveys.
B. How closely agents follow their scheduled tasks (e.g., login times, breaks).
C. The accuracy of the IVR speech recognition.
D. The success rate of outbound calls.
