問題文
A voice line must never leave a caller waiting when the office is closed or when no eligible representative exists, and must offer a callback when the wait is long. Which design combination covers all three?
選択肢
- Shift-based routing combined with an operating hours record on the queue, because together they prevent work items from entering the queue outside the hours when representatives are scheduled, and a callback offer can then be added to the workstream for the remaining waits.
- The fallback queue, because it catches everything that cannot be assigned.
- Overflow condition-action pairs for out of operating hours and average wait time, plus the preview capability that configures overflow to trigger immediately when no eligible representative is available.
- A prioritization ruleset that moves such items to the top of the queue, because the items at the top are assigned immediately and therefore never wait.