PureCloud Contact Center CH2 Flashcards
What is ACD Processing?
Process of matching customer interactions with agents through evaluation and routing method.
What are the 3 evaluation method?
All Skills Matching, Best Available skill, Disregard Skills
Disregard Skills
Route to an agent with the longest time without interaction instead of skill
What are the 3 routing method?
Standard ACD, Bullseye, Preferred Agent
What is Preferred Agent Routing Method?
Routes to to a pool of agents with preferred skills or relationship. It will expand the pool if no preferred agents can take calls with each ring. Agent scores are given to assign priority to agents
What is Bullseye routing method?
Similar to standard ACD but will expand the pool if no agent meets the skill in a specific amount of time. Each ring is essential a sub-queue with its own agent and can specify how many rings there is.
How many wrap up code can an agent assign?
Only 1
What to configure before creating a queue
Skill, wrap up code, language
can supervisor deactivate agent from queue?
No
