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NEW QUESTION 31
What are two tools an Agent Desktop Admin Role can access? (Choose two.)

• A. Script Editor
• B. Call Trace
• C. Reason Code
• D. Workflow
• E. Config Manager Tools

Answer: B,C

NEW QUESTION 32
Which two steps are involved in configuring and evaluating business in an ICM script? (Choose two.)

• A. Configure set variable in ICM script editor
• B. Configure Business Hours under Organizational Setup > Departments under CCE Admin
• C. Use the expression BusinessHourStatus.<Calendar Name> . BusinessHours in the IF node.
• D. Configure an IF node in ICM script editor
• E. Configure Business Hours under Organizational Setup > Business hours under CCE Admin

Answer: C,E

NEW QUESTION 33
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)

• A. productivity
• B. average queue time
• C. customer satisfaction
• D. customer expectations
• E. call abandon rate
• F. cost

Answer: D,E

NEW QUESTION 34
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