Cebu Module 8 Incontact Quiz
Test your knowledge of Module 8: inContact Phone System. Good luck!
- 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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