Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

• A.Reports
• B.Performance>Agents
• C.Admin>Contact Center
• D.Admin>Quality

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What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)

• A.Languages
• B.Index Ratings
• C.Skills
• D.Medians
• E.Knowledge levels

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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

• A.3, 4, 5, 2, 1
• B.3, 5, 4, 2, 1
• C.3, 5, 1, 4, 2
• D.3, 5, 1, 2, 4

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Which ACD routing method routes interaction to the next available agent?

• A.Bullseye ACD
• B.Standard ACD
• C.Skills based routing
• D.All of the above

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Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)

• A.Update the Do Not Call list with records that have the appropriate wrap-up code
• B.Determine how many evaluations per hour to assign to a quality evaluator
• C.Set up a schedule to run a daily report
• D.Automatically assign an evaluation for all calls over 5 minutes
• E.Determine how long to retain recordings and whether to archive or delete them

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