Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)
Put the steps below in the correct order to successfully complete the Calibration process:
1. Evaluate the interactions
2. Discuss the calibration results
3. Record interactions based on Policies
4. Take action on calibration results
5. Select and assign interactions for calibration
Which ACD routing method routes interaction to the next available agent?
Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)