Cebu Module 8 Incontact Quiz

16 Questions | Total Attempts: 146

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Cebu Module 8 Incontact Quiz - Quiz

Test your knowledge of Module 8: inContact Phone System. Good luck!


Questions and Answers
  • 1. 
    If a customer is calling and wants to speak with someone in the Fraud department, what would you do?
    • A. 

      Transfer the call to Help Line

    • B. 

      Transfer the call into Fraud skills group

    • C. 

      Dial the Fraud 1-800 number and transfer the call

  • 2. 
    The feedback icon is used for:
    • A. 

      Sending a report to your supervisor so they may come and fix your phone issue

    • B. 

      Giving your opinion about a caller/customer

    • C. 

      Sending a report to inContact about phone issues

  • 3. 
    If a CSR has a purple bubble next to their name in the directory, it is ok to transfer a call to him/her.
    • A. 

      True

    • B. 

      False

  • 4. 
    At the end of your shift, when closing everything down, what should you do? Choose all that apply.
    • A. 

      End the connection on your Softphone by clicking the red End button (for at-home agents, hang up the receiver).

    • B. 

      Close the Agent Phone using the Exit icon (looks like a power button)

    • C. 

      Close the Softphone by clicking exit (for at-home agents, hang up the receiver)

    • D. 

      Just log into unavailable

  • 5. 
    You do not need to have your call on hold in order to transfer it.
    • A. 

      True

    • B. 

      False

  • 6. 
    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?
    • A. 

      Log into Unavailable

    • B. 

      Disconnect your Agent Leg

    • C. 

      Log into After Call Work

  • 7. 
    How long is your wrap up time?
    • A. 

      10 secs

    • B. 

      15 secs

    • C. 

      40 secs

    • D. 

      1 min

  • 8. 
    What are the correct steps of transferring a call to a supervisor?
    • A. 

      Bring up dial pad, dial 262-901-2000, place caller on hold, enter supervisor's extention, click transfer immediately.

    • B. 

      You can only transfer calls to a skill, not a particular person.

    • C. 

      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

    • D. 

      You cannot transfer any calls, let the customer know a supervisor will call them back.

  • 9. 
    What is the first thing you should do when your call ends?
    • A. 

      Go into unavailable

    • B. 

      Enter case notes

    • C. 

      Choose a disposition code

    • D. 

      Go into personal

  • 10. 
    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.
    • A. 

      True

    • B. 

      False

  • 11. 
    When taking your break, which log out code should you choose?
    • A. 

      Unavailable

    • B. 

      Approved Project

    • C. 

      Personal

    • D. 

      Break

  • 12. 
    When you need to use the restroom, which log out code should you choose?
    • A. 

      Unavailable

    • B. 

      Break

    • C. 

      Personal

    • D. 

      After call work

  • 13. 
    Check all the skill groups you may need to transfer to:
    • A. 

      Fraud

    • B. 

      Help Line

    • C. 

      Spanish

    • D. 

      English

    • E. 

      Carrier

  • 14. 
    How will you know if a call is coming in from BuyCostumes or Celebrate Express?
  • 15. 
    You can tell when your agent leg is connected to your Softphone when the little phone icon on your agent phone is:
    • A. 

      Green and off the hook

    • B. 

      Flashing red and on the receiver

    • C. 

      Blue and on the receiver

    • D. 

      Black

  • 16. 
    When making an outbound call, you should always enter the number in on your:
    • A. 

      Softphone

    • B. 

      Agent phone

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