M9 MRAT Flashcards
What is Response Group agent anonymization? What methods of collaboration are incompatible with anonymization? What methods of collaboration are only available after an anonymous call has started?
Anonymization means the caller cannot tell which agent they have been connected with. Anonymization is incompatible with conferencing, application sharing, file transfer, and call recording. IM and video are only available after the call is established.
The three major components necessary to create a response group are a workflow, queue, and agent group. In what order should they be created?
Agent group, queue, workflow
What options are available for forming agent groups? Can any existing groups from Active Directory® Domain Services be used?
Formal/informal agent groups can be formed; users can be added individually or via an Exchange Server distribution list. No existing groups from Active Directory can be used unless they are made into an Exchange distribution list.
An agent has signed in to Lync 2010 and is available, but is not getting any calls from the response group.
Check to see whether the agent is part of a formal agent group and if so, whether the agent has signed in to the agent group.
An agent has signed in to Microsoft Office Communications Server 2007 R2 and is available, but is not getting any calls from the informal response group.
Check to see whether the response group is configured to anonymize agents and if so, upgrade the agent’s client to Lync 2010.
Fabrikam would like to configure a response group IVR that asks, “What operating system are you using?” and allows five different responses. What UI options are available for creating the queues? The agent groups? The workflows?
Microsoft Windows PowerShell™ is the only UI option for creating the workflow; all UI options (Control Panel, PowerShell) are available for creating agent groups and queues.
Fabrikam has a significant number of inbound calls that are handled by a team of receptionists. The receptionists should be able to see the full list of callers that have yet to receive a response. Callers should hear a welcome message and hold music while waiting to speak to a receptionist. What type of routing should the response group use? What client will the receptionists need to use?
: Attendant routing, Lync Attendant 2010.
Wingtip Toys has configured a response group that sometimes receives so many calls that hold times rise above 10 minutes. To prevent a poor customer experience, Wingtip 31 Toys would like to configure new calls to go to voice mail if there are more than 15 callers already in queue. How should the response group be configured?
Enable queue overflow, set the maximum number of calls to 15, set forward the call to newest call, set forward to voice mail.
Supplement or modify the following best practices for your own work situations:
For better user experiences, limit each menu to four or fewer options, and order them by most frequently to least frequently used.
Use professionally recorded voice prompts for a more polished experience.
For IVRs that service older populations, try to record messages in a female voice – the higher pitch is easier for some people to hear.
