MCT Pop Quiz

What is MCT stands for

All these profiles available in MCT except for ...

• Configuration Admin

• Agent

• Supervisor

• Business Admin

Emails polled into MCT via mailbox (exchange) and then processed by Rules Editor and ...

• Setting in Queued Email Types

• Rules in Country Default Queue

• Email processing rules

• Configuration in Main MCT

With chat_supervisor = true configuration, what are the chat features will be enable for the MCT user ?

• monitor, transfer

• monitor, whisper, barge in

• monitor, conference

• monitor, report

A work item (email) processed into MCT at Friday 16:00.

The working hours calendar is Mon to Fri from 09:00 to 17:00.

With 4 hours SLA configured in QET, when will be the due date for this work item ?

• Saturday, 13:00

• Monday, 04:00

• Friday, 20:00

• Monday, 12:00

Email downloaded in MCT with which format ?

• .outlook

• .msg

• .eml

• .dat

What is the button to click when the same agent want to work with the same email later ...

• Restore

• Save for Later

• Reassign

• Work Later

What is the purpose of 'Keep Ownership' ?

• emails will calculated for specific agent KPI in MCT report

• future emails in the thread will be routed to the same agent

• email will be forwarded to that agent

• agent signature will be displayed in the email

Before logout from MCT, user require to ensure all below except ...

• All emails interactions have been closed

• Availability dropdown set to 'Not Available'

• Availability dropdown set to 'Available'

• All chats interactions have been ended

Customers able to initiate chat with MCT Live Chat agent via these medium except ...

• www.dhl.com page

• social media embedded URL such as facebook

• text messaging platform such as WhatsApp, Line

• mct.dhl.com page

• DHL e-mobile application