Cebu Module 8 InContact Quiz

2.

How long is your wrap up time?

10 secs
15 secs
40 secs
1 min

Correct Answer

A. 15 secs

Explanation

The wrap-up time refers to the time taken by a person to complete their final tasks or actions after a call or interaction. In this case, the correct answer is 15 seconds, which means that it takes 15 seconds for the person to finish up their work after a call or interaction. This could involve documenting notes, updating records, or any other necessary tasks before moving on to the next call or task.

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3.

You can tell when your agent leg is connected to your Softphone when the little phone icon on your agent phone is:

Green and off the hook
Flashing red and on the receiver
Blue and on the receiver
Black

Correct Answer

A. Green and off the hook

Explanation

The correct answer is "green and off the hook." This indicates that the agent's leg is connected to the softphone and the agent is available to take calls. The green color represents an active connection, while "off the hook" signifies that the agent is ready to receive calls.

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4.

What is the first thing you should do when your call ends?

Go into unavailable
Enter case notes
Choose a disposition code
Go into personal

Correct Answer

A. Choose a disposition code

Explanation

Dispositions are always entered first. Then you may do any after call work that is necessary that pertained to the phone call.

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5.

If a CSR has a purple bubble next to their name in the directory, it is ok to transfer a call to him/her.

True
False

Correct Answer

A. False

Explanation

A purple bubble next to the name will indicate the agent is on an inbound call.

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6.

When taking your break, which log out code should you choose?

Unavailable
Approved Project
Personal
Break

Correct Answer

A. Break

Explanation

The correct answer is "Break" because when taking a break, it is important to choose the appropriate log out code that accurately reflects the reason for logging out. By selecting the "Break" code, it indicates that the user is taking a break from their work and will be away from their workstation temporarily. This helps to maintain accurate records and allows for better tracking of work hours and productivity.

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7.

What are the correct steps of transferring a call to a supervisor?

Bring up dial pad, dial 262-901-2000, place caller on hold, enter supervisor's extention, click transfer immediately.
You can only transfer calls to a skill, not a particular person.
Place caller on hold, bring up dial pad, dial 262-901-2000 on the agent phone and enter the supervisor's extention on the Softphone, explain situation to supervisor, click transfer button
You cannot transfer any calls, let the customer know a supervisor will call them back.

Correct Answer

A. Place caller on hold, bring up dial pad, dial 262-901-2000 on the agent phone and enter the supervisor's extention on the Softphone, explain situation to supervisor, click transfer button

Explanation

The correct steps for transferring a call to a supervisor are to first place the caller on hold. Then, bring up the dial pad on the agent phone and dial 262-901-2000. Enter the supervisor's extension on the Softphone. Next, explain the situation to the supervisor and finally, click the transfer button.

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8.

If you were not able to enter your case notes or related work item during your call, what should you do immediately after choosing your disposition code?

Log into Unavailable
Disconnect your Agent Leg
Log into After Call Work

Correct Answer

A. Log into After Call Work

Explanation

After choosing the disposition code, the agent should immediately log into After Call Work. This is important because it allows the agent to enter their case notes or related work item that they were not able to enter during the call. By logging into After Call Work, the agent can ensure that all necessary information is documented and properly recorded for future reference.

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9.

You do not need to have your call on hold in order to transfer it.

True
False

Correct Answer

A. False

Explanation

You absolutely need to have your caller on hold before the transfer. In fac,t you also need to have click on the Agent or Skill you would like to transfer to in order for the transfer button to appear.

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10.

If a customer is calling and wants to speak with someone in the Fraud department, what would you do?

Transfer the call to Help Line
Transfer the call into Fraud skills group
Dial the Fraud 1-800 number and transfer the call

Correct Answer

A. Transfer the call into Fraud skills group

Explanation

To handle a customer who wants to speak with someone in the Fraud department, the best course of action is to transfer the call into the Fraud skills group. This ensures that the customer is connected with the appropriate department and can receive the necessary assistance regarding their concern.

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11.

When making an outbound call, you should always enter the number in on your:

Softphone
Agent phone

Correct Answer

A. Agent phone

Explanation

When making an outbound call, it is recommended to enter the number on your agent phone. This means that you should use the physical phone device assigned to you as an agent to dial the number. Using the agent phone ensures that the call is properly routed through the system and allows for better call quality and control. The softphone refers to a software application that allows you to make calls using your computer or mobile device, but it is generally preferred to use the agent phone for outbound calls.

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12.

The feedback icon is used for:

Sending a report to your supervisor so they may come and fix your phone issue
Giving your opinion about a caller/customer
Sending a report to inContact about phone issues

Correct Answer

A. Sending a report to inContact about phone issues

Explanation

The feedback icon is used for sending a report to inContact about phone issues. This allows users to provide feedback or report any problems they are experiencing with their phone. It helps inContact to identify and address any technical issues or bugs that may be affecting the phone system.

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13.

If you change your agent status directly after ending a phone call with a customer, you will still have the opportunity to choose a disposition code.

True
False

Correct Answer

A. False

Explanation

Directly after ending a call with a customer the first thing you should do is enter the disposition. If anything else is done first you will lose your opportunity to enter the disposition.

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14.

At the end of your shift, when closing everything down, what should you do? Choose all that apply.

End the connection on your Softphone by clicking the red End button (for at-home agents, hang up the receiver).
Close the Agent Phone using the Exit icon (looks like a power button)
Close the Softphone by clicking exit (for at-home agents, hang up the receiver)
Just log into unavailable

Correct Answer(s)

A. End the connection on your Softphone by clicking the red End button (for at-home agents, hang up the receiver).
A. Close the Agent Phone using the Exit icon (looks like a power button)
A. Close the Softphone by clicking exit (for at-home agents, hang up the receiver)

Explanation

At the end of your shift, you should end the connection on your Softphone by clicking the red End button or hang up the receiver if you are an at-home agent. Additionally, you should close the Agent Phone using the Exit icon, which looks like a power button. Lastly, you should also close the Softphone by clicking exit or hang up the receiver if you are an at-home agent. Just logging into unavailable is not sufficient for properly closing everything down.

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15.

Check all the skill groups you may need to transfer to:

Fraud
Help Line
Spanish
English
Carrier

Correct Answer(s)

A. Fraud
A. Help Line
A. Spanish
A. Carrier

Explanation

The correct answer is Fraud, Help Line, Spanish, Carrier. These skill groups may need to be transferred to in order to handle specific customer inquiries or issues. The Fraud skill group would be responsible for handling any concerns related to fraudulent activity or suspicious transactions. The Help Line skill group would handle general customer inquiries and provide assistance with various issues. The Spanish skill group would be necessary for assisting Spanish-speaking customers. The Carrier skill group would handle any inquiries or concerns related to shipping or delivery of products.

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16.

How will you know if a call is coming in from BuyCostumes or Celebrate Express?

Correct Answer(s)
You will hear a whisper in your headset

Explanation
When a call is coming in from BuyCostumes or Celebrate Express, the agent will hear a whisper in their headset. This means that before the call is connected, a voice message or notification will be played in the agent's headset, informing them that the call is from either BuyCostumes or Celebrate Express. This allows the agent to be prepared and provide personalized service based on the specific company the call is coming from.

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Cebu Module 8 Incontact Quiz

When you need to use the restroom, which log out code should you choose?

Quiz Preview

How long is your wrap up time?

You can tell when your agent leg is connected to your Softphone when the little phone icon on your agent phone is:

What is the first thing you should do when your call ends?

If a CSR has a purple bubble next to their name in the directory, it is ok to transfer a call to him/her.

When taking your break, which log out code should you choose?

What are the correct steps of transferring a call to a supervisor?

If you were not able to enter your case notes or related work item during your call, what should you do immediately after choosing your disposition code?

You do not need to have your call on hold in order to transfer it.

If a customer is calling and wants to speak with someone in the Fraud department, what would you do?

When making an outbound call, you should always enter the number in on your:

The feedback icon is used for:

If you change your agent status directly after ending a phone call with a customer, you will still have the opportunity to choose a disposition code.

At the end of your shift, when closing everything down, what should you do? Choose all that apply.

Check all the skill groups you may need to transfer to:

How will you know if a call is coming in from BuyCostumes or Celebrate Express?