avaya call center elite implementation and maintenance

69 Questions

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Question No. 1

As a call center supervisor you have 12 agents that report to you. The Basic Call management System (BCMS) is reporting a particular agent taking 10 calls during a 1 hour interval. The agent is claiming to have taken 100 calls. You find that one of the calls spanned more than one time interval. Which statement about Automatic Call Distribution (ACD) explain, the discrepancy in the BCMS report? 

Choose the correct option from the given list.
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