DirecTV On-boarding Vcc pH

15 Questions | Total Attempts: 58

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DirecTV On-boarding Vcc pH

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Questions and Answers
  • 1. 
    What are the CVG managed WFM Tools
    • A. 

      RIO

    • B. 

      DORIS

    • C. 

      OMS

    • D. 

      EStart

    • E. 

      IEX

    • F. 

      CRDB

    • G. 

      CMS

    • H. 

      ODI

  • 2. 
    This multi-site and multi-skill WFM software provides collective features such as Real Time Schedule Adherence Management, Schedule Exception Handling, Viewing Agent’s Daily Schedules and Reports Storage  for forecasting and scheduling use.
  • 3. 
    What is the IEX server for DTV?
  • 4. 
    This complies the database of agents upon encoding into IEX.
  • 5. 
    What are the divisions in RTA?
    • A. 

      Schedule adherence view

    • B. 

      State adherence view

    • C. 

      State summary view

    • D. 

      Intraday view

    • E. 

      Schedule activitiy view

  • 6. 
    I want to know if agent's are adhering to their scheduled activity, where in IEX will I go?
  • 7. 
    Used by FL to approve or deny schedule change requests.
  • 8. 
    The following options are available on Webstation except for:
    • A. 

      Schedule Change

    • B. 

      Schedule Viewer

    • C. 

      Stats viewer

    • D. 

      Activity Tracker

    • E. 

      Reports

    • F. 

      ELeave

  • 9. 
    This menu allows to view and generate reports from a web browser.
  • 10. 
    This tool provides real-time monitoring and historical reporting, including custom reporting, task scheduling, threshold warning, administration and configuration and long term ACD term storage.
  • 11. 
    How do I pull-up a skill queue using CMS Avaya?
    • A. 

      Real-time tab > Queue/Agent > Queue/Top Agent Status

    • B. 

      Historical tab > Split/Skill > Queue/Top Agent Status

    • C. 

      Real-time tab > Split/Skill > Queue/Top Agent Status

    • D. 

      Integrated tab > Queue/Agent > Queue/Top Agent Status

    • E. 

      Real-time tab > Queue/Agent > Summary Status

    • F. 

      Real-time tab > Queue/Agent > Queue Summary Status

  • 12. 
    What does RIO stands for?
  • 13. 
    Main application used by agents. It helps develop customized products and service offerings. 
  • 14. 
    OMS is short for what?
  • 15. 
    Agents use this in making changes or upgrades to customer’s programming including sports related and equipment upgrades.
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