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Direct Agent calls are not getting counted correctly In the Call Management System (CMS).

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Direct Agent calls are not getting counted correctly In the Call Management System (CMS). What must be administered so that Direct Agent calls are measured properly?

A.

Class of Restriction (COR)

B.

Class of Service (COS)

C.

skill-level

D.

ead-mla

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Which two statements describe the benefits of using Expert Agent Selection (EAS)?
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