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Interactions
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O"m"VFm"=="cadd^"a"=hamaFF="¤p_¦"ad"*dF: pm^F
VFmpVamOph:©p¤h¤F^FOaFd=pyOp^""VFmdpVam
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*FVam"4camV"mF§cadd"ppm"aa"==F=^Fm"m"VFm
Fhp¦F"cadd:^FF"d_ahF"VFmamOph"apmzF4aOa4p^"cadda
Fhp¦F=Oph^FF"d_ahFFzp:*¤aadd"zzF"pm^F^apa4"d
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^Fm_aF""mpzapm:"VFm4"mmpFhp¦F^FaaF4
VFmcaddm"mFm¦apmhFm:"VFmh¤^"¦F"dF"pmFcadd
"aVmF=p^Fh=¤amV"dpVamFapma^_:"VFm4"m
zF4aO©¤zp¢¬cadd
O_ampFm"*dF=:"VFm4"mzF4aO©pmd©Tcadd
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F4"¤F¤"=azd"©amOph"apmV"^FF=*©§^F^F
aFm"*dF=pmp:^FamF"4apm"*p¦F"zzdaFp¤"
Agent Call Handling
VFm"dd"m=damV"ddp§©p¤p"=hamaFO¤m4apm^"¤ph"a4"dd
aa*¤apm|}"VFm¤Fp"m§F"m=zp4F4"dd
p¤=FOamF^FOpddp§amV"VFm4"z"*adaaF9
■VFmdpVam"m=dpVp¤
■VFm"m§FamVpzapm9¤ph"a4m§F|«azpmF}p"m¤"dm§F
■§pchp=F9¤¨ada"©pc|pc}:¤p_m:"m¤"d_m:pOF
"ddpc|}
■ahF=
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■4"dd=a4pmmF4|FdF"F*¤pm}
■pcF4p¤m
■"dd§pc4p=F
■p4F=Fm©pOpcF4p¤m"m=4"dd§pc4p=F
‘‘Agent capacity and related limits’’ on page 1-15=F4a*F"VFm_4"z"4a©
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