Which of the following is not a Quality Management feature?

• A.Evaluation Forms
• B.Policies
• C.Scheduling
• D.Interaction Recording

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Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next.
What is the maximum number of rings that can be defined for Bullseye routing?

• A.8
• B.2
• C.6
• D.4

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Which of the following statements about scripts is true?

• A.Scripts can be used for inbound interactions only.
• B.Scripts are only used to configure flows when setting up Architect.
• C.Scripts can be used in all types of interactions.
• D.Scripts may be used for outbound dialing campaigns only.

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All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT
__________.

• A.Create a Site
• B.Assign the Edge to a Site
• C.Configure a trunk
• D.Create an Edge Group
• E.Associate the network interface
• F.Authenticate the Edge
• G.Configure the Edge Connectors

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Which of the following statements defines a critical question in an Evaluation Form?

• A.If answered "No", critical questions will result in an evaluation score of zero for the interaction.
• B.Critical questions are questions that the agent must answer.
• C.Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.
• D.Critical questions are multiple choice questions that have a higher weightage than non-critical questions.

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