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NEW QUESTION 28
What is the formula for a standardized agent count for email?

A. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 6B. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 20C. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 10D. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 4

Answer: B

 

NEW QUESTION 29
What are four best practices before starting to troubleshoot ECE issues? (Choose four.)

A. Understand the physical model, be it a centralized office or branch location, as well as the VoIP protocol.B. Understand the customer's intent for the flow of emails and chats.C. Know the ECE version and Engineer Specials installed.D. Restart the ECE servers.E. Understand the Deployment Model, the call-flow, the messaging flow, and the configuration.F. Upgrade to the latest Engineer Special.G. Collect all ECE services logs.

Answer: A,C,D,G

 

NEW QUESTION 30
What are three reasons aliases cannot be deleted? (Choose three.)

A. it is associated with the mail server.B. lt is associated with the users.C. It ts used in an inbound workflow.D. It is configured as the default alias.E. it is associated with a queue.F. It is associated with a retriever instance.

Answer: A,B,C

 

NEW QUESTION 31
In which two ways are chats transferred? (Choose two.)

A. Only open chat activities in which the customer has not left the chat session can be transferred.B. Chats can be transferred to departments directly.C. Agents have unlimited transfers of chat activity.D. Agents can transfer the chat activities based on the Maximum Task limit setting.E. Only one chat activity can be transferred at a time.

Answer: A,E

 

NEW QUESTION 32
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