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
Correct Answer(s)
D. EStart
E. IEX
F. CRDB
G. CMSExplanation
The CVG managed WFM Tools include eStart, IEX, CRDB, and CMS. These tools are used for various purposes in the workforce management process. eStart is likely used for employee onboarding and training, IEX is a popular workforce management software for scheduling and forecasting, CRDB may be a database used for storing and retrieving workforce data, and CMS could refer to a contact management system used for customer interactions. These tools collectively help in managing and optimizing workforce operations.Rate this question:
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- 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.
Correct Answer(s)
IEX
Totalview
IEX Totalview
IEX-Totalview
IEX - TotalviewExplanation
The correct answer is a combination of different variations of the software name, including IEX, Totalview, IEX Totalview, IEX-Totalview, and IEX - Totalview. These variations may exist due to different ways of formatting or representing the software's name.Rate this question:
- 3.
What is the IEX server for DTV?
Correct Answer(s)
IEX06C2Explanation
The IEX server for DTV is referred to as IEX06C2.Rate this question:
- 4.
This complies the database of agents upon encoding into IEX.
Correct Answer(s)
administrator menu
administratorExplanation
The given answer suggests that the process mentioned in the question involves encoding the database of agents into IEX. The "administrator menu" and "administrator" are likely the options or roles within the IEX system that allow access and management of the encoded database.Rate this question:
- 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
Correct Answer(s)
A. Schedule adherence view
B. State adherence view
C. State summary viewExplanation
The divisions in RTA are Schedule adherence view, State adherence view, State summary view. These divisions likely refer to different ways of viewing and analyzing data related to schedule adherence and state adherence in RTA. The Schedule adherence view may provide information on how well employees are adhering to their schedules, while the State adherence view may focus on how well employees are adhering to specific state requirements or regulations. The State summary view may provide a summary of overall adherence rates for different states.Rate this question:
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- 6.
I want to know if agent's are adhering to their scheduled activity, where in IEX will I go?
Correct Answer(s)
RTA
Real Time Adherence
real-time adherenceExplanation
The correct answer is RTA, Real Time Adherence, real-time adherence. This refers to a system or software that monitors and tracks whether agents are following their scheduled activities in real-time. It allows supervisors or managers to have visibility into agent adherence to ensure that they are adhering to their assigned tasks and schedules. By using RTA, organizations can optimize workforce management and ensure that agents are effectively utilizing their time.Rate this question:
- 7.
Used by FL to approve or deny schedule change requests.
Correct Answer(s)
supervisor webstationExplanation
The supervisor webstation is used by FL (presumably referring to a company or organization) to approve or deny schedule change requests. This implies that the supervisor webstation is a tool or platform that allows supervisors to review and make decisions regarding schedule changes. It is likely an online system or software that provides supervisors with the necessary information and functionality to manage and process schedule change requests effectively.Rate this question:
- 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
Correct Answer
F. ELeave -
- 9.
This menu allows to view and generate reports from a web browser.
Correct Answer
report managerExplanation
The correct answer is "report manager" because it is stated in the question that this menu allows the user to view and generate reports from a web browser. Therefore, the menu must be a tool or feature specifically designed for managing and accessing reports, which is commonly referred to as a report manager.Rate this question:
- 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.
Correct Answer
avaya cms
cms
cms avayaExplanation
Avaya CMS is a tool that offers real-time monitoring and historical reporting. It provides features such as custom reporting, task scheduling, threshold warning, administration and configuration, and long-term ACD term storage. It is evident from the given answer that "avaya cms", "cms", and "cms avaya" are all referring to the same tool, which is Avaya CMS.Rate this question:
- 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
Correct Answer
A. Real-time tab > Queue/Agent > Queue/Top Agent StatusExplanation
To pull-up a skill queue using CMS Avaya, you need to go to the Real-time tab, then select Queue/Agent, and finally choose Queue/Top Agent Status. This will provide you with real-time information about the queue and the top agents currently working on it.Rate this question:
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- 12.
What does RIO stands for?
Correct Answer
rolled into oneExplanation
RIO stands for "rolled into one." This phrase is used to describe a situation where multiple things or qualities are combined into a single entity. It implies that different elements or aspects are merged together to form a unified whole.Rate this question:
- 13.
Main application used by agents. It helps develop customized products and service offerings.
Correct Answer
RIO
rolled into oneExplanation
The term "RIO, rolled into one" suggests that RIO is a combination or integration of different elements or features. In the context of the given information, RIO is the main application used by agents, and it helps them develop customized products and service offerings. Therefore, the answer implies that RIO is a comprehensive and all-in-one solution that combines various functionalities and capabilities into a single application.Rate this question:
- 14.
OMS is short for what?
Correct Answer
order management systemExplanation
OMS stands for order management system. An order management system is a software solution that helps businesses manage and track their orders from initiation to fulfillment. It typically includes features such as order processing, inventory management, customer relationship management, and reporting. By using an order management system, businesses can streamline their order fulfillment process, improve efficiency, and provide better customer service.Rate this question:
- 15.
Agents use this in making changes or upgrades to customer’s programming including sports related and equipment upgrades.
Correct Answer
OMS
order management systemExplanation
Agents use the OMS (order management system) to make changes or upgrades to customer programming, including sports-related and equipment upgrades. The OMS is a system that helps manage and track orders, allowing agents to efficiently process and fulfill customer requests for programming changes or equipment upgrades.Rate this question:
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