Knowledge Check

1.

A contact center supervisor needs to predict daily conversation volumes for the next five months to support annual budget planning. Which type of forecast scenario should the supervisor create?

A short-term forecast with a 15-minute interval

A long-term forecast with a daily interval

An AI-based forecast with auto-refresh enabled

2.

An administrator sets up capacity planning and needs to account for the time representatives spend in breaks, training, and meetings. Which capacity planning factor should the administrator configure?

Service level percentage

Concurrency

Shrinkage percentage

3.

A supervisor creates a shift plan and schedules several representatives. After publishing the plan, the supervisor edits one representative's booking to change the activity type. What happens to the edited booking?

The booking remains in Committed status and the change takes effect immediately

The booking moves to Unpublished status and the supervisor must publish the shift plan again

The booking is deleted and the supervisor must create a new one

4.

An organization uses a third-party workforce management tool for complex scheduling and wants representatives to see their schedules in Dynamics 365 Contact Center without switching applications. Which integration approach should the administrator use?

Export schedules from Dynamics 365 to the external system through a CSV file

Synchronize schedules from the external system into Dynamics 365 through the Dataverse API

Enable shift-based routing to pull schedules from the external system automatically

5.

A contact center administrator wants the routing engine to skip representatives who are on a scheduled break and only assign work to available representatives. Which feature should the administrator enable?

Automatic scheduling

Schedule management with acceptance deadlines

Shift-based routing

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