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Exam A
QUESTION 1
When would the Cisco Supervisor Desktop fail to show an agent that is logged in?
A. The agent is not ready.
B. The agent is not on a call.
C. The agent is an IP phone agent.
D. The agent is not in the team currently being viewed by the supervisor.
Correct Answer: D Section: (none) Explanation
Explanation/Reference:
QUESTION 2
What are three of the fields used in defining a CSQ in IPCC Express Enhanced? (Choose three.)
A. WrapUp Time
B. Service Level
C. Overflow CSQ
D. Agent Name
E. Automatic Work
F. CRS Application
Correct Answer: ABE Section: (none) Explanation
Explanation/Reference:
QUESTION 3
What formula do you use to calculate the number of agentsin a Call Center?