Gmcs Quarterly Assessment For Cb

20 Questions | Total Attempts: 35

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Gmcs Quarterly Assessment For Cb

First Quarter, 2012 January - March


Questions and Answers
  • 1. 
    TSTs are reporting ACD/Convergence issues. Upon counting, there are three agents stuck on Unavailable status and cannot login to ACD. Your current staffing is 15. What is the first thing that should you do?
    • A. 

      Contact US Control Bay

    • B. 

      Create an E-help ticket with ETS ACD

    • C. 

      Ping NRM

    • D. 

      Send email to MOD

  • 2. 
    You are assigned to work in Inbound bucket. There is a ticket for Wachovia which ITS did not transfer to the appropriate TM/TO but was sent back to Inbound. To what group do you transfer the TOG if you are provided with the following information in the ticket? Circuit Type: PIP Speed: 1.536MB Service Location: Dallas, TX Circuit Status: Active, no pending order
    • A. 

      DATA.MPL

    • B. 

      DATA.PHYSICAL

    • C. 

      DATA.PHYSICAL2

    • D. 

      MNSO.WELLSFARGO

  • 3. 
    The customer is calling about a down hard circuit. NEID provided is PLBKHXBM0001. What is your next step?
    • A. 

      Create the ticket as usual

    • B. 

      Give the number of ICSC then cold transfer

    • C. 

      Refer to account team

    • D. 

      Warm transfer to ICSC

  • 4. 
    When creating an E-help ticket for ticket ACD/Convergence issues, what option should be selected from the Problem Category field? (Write the answer in exact case and format as shown below)
  • 5. 
    OASIS flash reports send out outage information that may or may not have impact on the call volume. Select all that directly affect ICG.
    • A. 

      FSC

    • B. 

      IDNOC

    • C. 

      GENMC

    • D. 

      GMPLSNOC

    • E. 

      NSMC

    • F. 

      VNOC

  • 6. 
    When there are ETMS issues affecting all users, you should call Verizon Crisis Management Desk at 800-952-3675 to report the issue.
    • A. 

      True

    • B. 

      False

  • 7. 
    The customer is requesting an emergency TACACS password reset. What should you do if you are provided with the following information:
    • Username
    • First and Last Name of the user
    • Callback number
    • Company name
    • A. 

      Create a General ticket then transfer to the correct managed group

    • B. 

      Give the address for VEC

    • C. 

      Refer to account team

    • D. 

      Transfer to the group showing in ESP

  • 8. 
    Give the TOG for Circuit ID W0S92371. (use UPPERCASE only)
  • 9. 
    Give the TMG for Circuit ID W0Y30996.  (use UPPERCASE only)
  • 10. 
    Give the TOG for SITE ID UAU04125.  (use UPPERCASE only)
  • 11. 
    Customers who are reporting issues related to IPL/GDL circuits that go from US to ROW should be transferred to ICSC Team except when they are in Disaster Recovery mode.
    • A. 

      True

    • B. 

      False

  • 12. 
    The customer is reporting a down hard issue on Site ID UCA1039527 that doesn't validate anywhere in the system. What should you do?
    • A. 

      Advise the customer to check the information again

    • B. 

      Create a General ticket then transfer to CANADA.CNO

    • C. 

      Refer to account team

    • D. 

      Transfer to ICSC

  • 13. 
    Other than ETMS, this system can be used to validate a Dunkin Donuts' PC number. (use UPPERCASE only)
  • 14. 
    We can only create a ticket for a Dunkin Donuts caller if the issue is related to circuit.
    • A. 

      True

    • B. 

      False

  • 15. 
    The caller is reporting a down hard issue on Site ID UBP00369. What should you do?
    • A. 

      Create the ticket as usual

    • B. 

      Refer to account team

    • C. 

      Warm transfer to ICSC

    • D. 

      Warm transfer to APCCC

  • 16. 
    Routine Inbound Calls should be reduced to __ calls per ticket.
  • 17. 
    Center AHT weighs 5% in the scorecard of the Support Team.
    • A. 

      True

    • B. 

      False

  • 18. 
    What is the corresponding goal and weight of Responsibilities Rating in the scorecard of the Support Team.
    • A. 

      80%, 10%

    • B. 

      95%, 25%

    • C. 

      95%, 35%

    • D. 

      95%, 40%