Knowledge Check

1.

You need to route live chat conversations and voice calls separately so they never land in the same queue. What feature enforces this separation?

Queue priority numbers

Queue types (Messaging, Record, Voice)

Overflow handling conditions

Work classification rules

2.

Your contact center closes at 6:00 PM. A customer chat arrives at 7:30 PM. Which overflow condition triggers before the work item enters the queue?

Work item limit exceeds

Average wait time

Out of operation hours

Waiting time in queue exceeds

3.

A service representative belongs to both a Billing queue (priority 1) and a General Inquiries queue (priority 3). Work items are available in both queues. Which queue is processed first?

General Inquiries, because it has more items

Billing, because it has a lower priority number

General Inquiries, because it has a higher priority number

Billing, because it was created first

4.

Your team handles live chat and you want to prevent burnout by ensuring no CSR receives back-to-back assignments. Which assignment method should you select?

Highest capacity

Advanced round robin

Least active

Create new (custom)

5.

A work item is routed to the fallback queue because no route-to-queue rules matched. The fallback queue has overflow conditions configured. What happens?

The overflow conditions run and the work item is transferred to the overflow queue.

The work item is held in a pending state until a supervisor manually assigns it.

The overflow conditions are ignored and the work item is assigned directly to the fallback queue.

The work item is discarded and the customer receives an error notification.

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