What are callable time sets?

1. A. Callable Time Sets allow you to define calling times for various time zone
2. B. Multiple Callable Time Sets can then be associated with a single campaign.
3. C. Callable Time Sets allow you to define calling times for various time zone
4. D. A Callable Time Set can then be associated with multiple campaigns.
5. E. Callable Time Sets provide a way to define your own time zones to associate with a campaign.
6. F. Callable Time Sets are used to define when a campaign starts and stops.

Correct Answer: D
Reference:
https://help.mypurecloud.com/articles/create-callable-times-entry/

What is a critical QUESTION NO: in an Evaluation Form?

1. A. Critical Questions are used to prioritize Questions that are critical to the success of an interactio
2. B. A separate critical score is calculated for critical Questions.
3. C. Critical Questions are Questions that the agent must answer.
4. D. Critical Questions are multiple choice Questions that have a higher weight than non- critical Questions.
5. E. If answered ??No??, critical Questions will result in an evaluation score of zero for the interaction.

Correct Answer: A
Reference: https://help.mypurecloud.com/glossary/critical-QUESTION/

Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?

1. A. The agent may or may not complete after call wor
2. B. The system will set them to Available after an interaction complete
3. C. They are responsible for setting their availability appropriately if performing After Call Work.
4. D. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reache
5. E. The agent may set themselves to Available if they complete their After Call Work early.
6. F. The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
7. G. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reache
8. H. The agent may not set themselves to Available if they complete their After Call Work early.

Correct Answer: D
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/

What is the recommended way to create a .csv file?

1. A. Use a text editor, such as Notepad, to create your .csv files
2. B. Create a spreadsheet and export it as a .csv file
3. C. Use a word processing application, such as Microsoft Word, to create your .csv files
4. D. Use a .csv application to create .csv files

Correct Answer: D
Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/

What is a fatal question in an Evaluation Form?

1. A. Fatal Questions have a heavier weight than non-fatal Questions
2. B. Fatal Questions are also critical Question
3. C. If scored ??No?? the evaluation score will be zero
4. D. Fatal Questions are also critical Question
5. E. If scored ??No?? the agent will be terminated
6. F. Fatal Questions are the same as critical Questions

Correct Answer: B
Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/