Flows
Which MO division are majority of our Flows being set to? (MO-DE / Home / All)
The supporting flow that can be used across different type of interaction? (In-Queue flow / Common Module / Voice Mail )
Common Module
ACD
Automatic Call Distribution
Which interface do we use to assign DNIS to their flow? (DID numbers / Call Routing / Architect Flow)
Call Routing
List 3 types of schedules in system
Open, Closed, Holiday
Which Flow decide what audio is heard when a customer is waiting in a queue?
In-Queue Call Flow
Which 2 settings are not available in Email Flows but available in Call Flow? (Event Handling / Menu / Supported Languages / Recording and Speech Recognition)
Menu & Recording and Speech Recognition
SLA
Service level agreement
Which data table column has to be unique? (Division / Reference Key / Notes)
Reference Key
List 2 agent's attributes that influence the preferred agent in ACD assignment.
ACD skill, language skill
When a customer initiate a chat on HOL, which flow does the interaction start with?
Inbound Message Flow
Which architect tool is used for CCIS lookup? (Collect Input / Call Data Action / Set UUI data)
Call Data Action
IVR
Interactive Voice Response
A call will go to engagement or development queue based on which setting? (Focus Flag / EIM codes / ZSPE)
focus flag
List 2 categories of prompts available in Architect Prompts
System, User
Is In-Queue email an Initial Flow or Supporting Flow?
Supporting Flow
Which action gather data about self-service success in Architect (Flow Milestones / Flow Outcomes / Bot Flow)
Flow Outcomes
ACW
after call work
Which architect object allows the script to populate customer data? (Stack, Container, Variable, Radio)
Variable
List 4 Initial Inbound Flows in Architect
Inbound Call, Inbound Message, Inbound Email, Inbound Chat
What is the difference between a Digital Bot Flow and Bot Flow?
Bot - Audio / Call
Which logical step allows you to route based on multiple scenario. (Decision, Switch, Call Task)
Switch
PCI DSS
Payment Card Industry Data Security Standard
Which interface allows admin to influence routing behavior without changes in Architect flow? (Data Table / Call Routing / DNIS)
Data Table
List 3 languages that are used in MO-BE
NL, FR, DE