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How does reporting and analytics in Dynamics 365 Contact Center support business improvement?
By providing interactive dashboards and predictive insights
By tracking only real-time data
By limiting access to historical data
Which feature in Dynamics 365 Contact Center helps agents manage multiple customer conversations efficiently?
Proactive chat
Session management
Sentiment analysis
In the case lifecycle, what does the Intent Agent do?
Schedules follow-up activities
Assigns priority to cases
Analyzes case description and tags the case with intent
Which routing method is best for ensuring work is only assigned to agents who are currently available?
Skills-based routing
Capacity-based routing
Shift-based routing
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