問題文
A flow sends a contact to a preferred agent, that agent is signed in and available, and the agent declines it. What happens next, and what decides it?
選択肢
- The contact moves to the recovery queue set on the activity, where whoever has been free longest takes it and skills play no part in the choice made there.
- The contact moves to the same recovery queue, where the skill requirements set before it are applied again for up to 10 attempts.
- The contact moves to the reporting queue named on the activity, where the recording settings and the music in queue of that queue take over the routing.
- The contact moves to the queue it came from and is parked against the preferred agent, because Park Contact If Agent Unavailable covers a declined contact as well as an agent who is not signed in.