Knowledge Check

1.

A supervisor's organization has enabled the Supervisor Monitor and Supervisor Assign toggles, but not Supervisor Transfer or Force Close. A supervisor opens the Ongoing conversation report and selects an active conversation. Which actions are available to the supervisor for conversations in Active state?

The supervisor can monitor the conversation and transfer it, but not assign or force-close it.

The supervisor can monitor the conversation and join it, but can only assign unassigned open conversations — not active ones.

The supervisor can monitor and force-close the conversation because both Monitor and Assign are enabled.

2.

An administrator configures screen recording in an experience profile by enabling it in the Productivity pane. A representative accepts a voice call but the screen recording doesn't start. What is the most likely cause?

The representative needs to manually start automated screen recording from the productivity pane icon.

The desktop companion application isn't installed and running on the representative's local machine.

The Screen Recording Supervisor role hasn't been assigned to the representative.

3.

An administrator is setting up the Quality and Coaching feature within the Quality Assurance Agent and sees that Step 2: Power Automate Flows shows one flow as turned off in the Prerequisites section. What must the administrator do to proceed?

Delete and recreate the Quality Assurance Agent configuration from scratch.

Select the navigation link next to the turned-off flow to open it in Power Automate, then enable the flow.

Turn on Enable AI agents in Copilot Service admin center to automatically fix the turned-off flow.

4.

A contact center has team leads who need access only to Omnichannel real-time analytics and Omnichannel historical analytics. An administrator creates a custom security role for them. Which entities should receive Read privileges in the Custom Tables section?

msdyn_dataanalyticsreport_oc and msdyn_dataanalyticsreport_oc_rt

msdyn_dataanalyticsreport_csrmanager and msdyn_dataanalyticsreport_copilot

msdyn_dataanalyticsreport_ur_recordrouting_rt and msdyn_dataanalyticsreport_ksinsights

5.

A supervisor wants to transfer an ongoing messaging channel conversation from one representative to another. The supervisor selects the conversation in the Ongoing conversation report and doesn't see a transfer option. The Supervisor Transfer toggle is enabled. What is the most likely reason?

The conversation has escalated from text to voice or video mode, which doesn't support supervisor transfer.

Transfers can only be performed on conversations in Open state, not Active state.

The representative must first set their status to Wrap-up before the supervisor can transfer the conversation.

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