Livevox Navigation Quiz

20 Questions

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Livevox Navigation Quiz


Questions and Answers
  • 1. 
    An SLS agent contacts a student whose account is already in a forbearance. The SLS agent proceeds to qualify the borrower  for a deferment and requests paperwork to be sent to the borrower, what disposition should the agent use in LiveVox?
    • A. 

      Cured

    • B. 

      Cured - IBR

    • C. 

      Already Cured

    • D. 

      Promise To Pay

  • 2. 
    When you reach a borrower's grandmother, she provides you with a new telephone number for the borrower. The telephone number the grandmother has provided is not currently listed in LoanTracker. You will attempt to contact the borrower now. How do you disposition this call?
    • A. 

      Left message with 3rd party

    • B. 

      No Answer

    • C. 

      Wrong Number

    • D. 

      Additional Attempt

  • 3. 
    When scheduling a call back in LiveVox, you can edit the following options:
    • A. 

      The Hour and Minute

    • B. 

      The Contact Number

    • C. 

      The TimeZone

    • D. 

      The Date

    • E. 

      All of the above

  • 4. 
    Student Loan Specialists are only permitted to leave messages on answering machines or voicemails after 3:00pm PST.
    • A. 

      True

    • B. 

      False

  • 5. 
    Which state should the agent select for Cisco and for LiveVox to indicate they are ready to begin taking calls.
    • A. 

      Ready

    • B. 

      Not Ready (from initial log in)

    • C. 

      Project

    • D. 

      Bio Break

  • 6. 
    You reach a borrower, they express they do not have time to talk right now because they are at work but may have time to talk later. What do you do next?
    • A. 

      Disposition as Busy

    • B. 

      Disposition as Immediate Call Back

    • C. 

      Schedule a Call Back

    • D. 

      Disposition as Wrong Number

  • 7. 
    Which icon do you select for scheduling a Call Back?
    • A. 

      Red End Call Button

    • B. 

      Clock

    • C. 

      Blue Transfer Button

    • D. 

      Volume

  • 8. 
    Which icon do you select when adding notes in Live Vox?
    • A. 

      A

    • B. 

      B

    • C. 

      C

    • D. 

      D

  • 9. 
    An outbound call tone is identified as a beep (ding) and an inbound call is identified as three-tone chime.
    • A. 

      True

    • B. 

      False

  • 10. 
    The borrower Janet states she will make a payment next Friday when she receives her next paycheck. Please disposition this call.
    • A. 

      Cured

    • B. 

      Payment Plan Arranged

    • C. 

      Already Cured

    • D. 

      Promise to Pay

  • 11. 
    Account is delinquent. You were able to remove the delinquency with a verbal forbearance. Michael is also interested and qualifies for the Income-Based Repayment Plan. You have requested that paperwork be sent to him for the IBR. Disposition this call.
    • A. 

      Already Cured

    • B. 

      Cured

    • C. 

      Cured-IBR

    • D. 

      Cured-Graduated

    • E. 

      Cured-Consolidation

  • 12. 
    Why is this agent panel nearly blank (or missing information)?
    • A. 

      Inbound call. Caller's number is not listed in Loan Tracker

    • B. 

      Inbound call. Error with LiveVox

    • C. 

      Inbound call. No record of borrower information

  • 13. 
    What status is this agent in?
    • A. 

      Ready

    • B. 

      Not Ready

    • C. 

      In call

    • D. 

      Wrap Up

  • 14. 
    What status is this agent in?
    • A. 

      Ready

    • B. 

      Not Ready

    • C. 

      In call

    • D. 

      Wrap up

  • 15. 
    You will log off of LiveVox to document all of your notes for every call.
    • A. 

      True

    • B. 

      False

  • 16. 
    You reach a caller who states, "You have called the wrong number. Do not call me." you will disposition the call as "DNC"
    • A. 

      True

    • B. 

      False

  • 17. 
    (OB-DEL) Campaign The "Call Reason" listed on the agent panel will provide the number of days delinquent for the borrower's account.
    • A. 

      True

    • B. 

      False

  • 18. 
    Wrong number is when you reach a caller that does not know the borrower. DNC is when you reach the borrower and the borrower does not wish for us to contact him/her anymore.
    • A. 

      True

    • B. 

      False

  • 19. 
    From the list below, check off all of the possible dispositions available within the LiveVox agent panel. (SELECT CAREFULLY)
    • A. 

      Deceased

    • B. 

      Borr Defaulted

    • C. 

      Left Message 3rd Party

    • D. 

      Loan Rehabilitation

  • 20. 
    Put these screen shots in their correct order to complete the transfer to Supervisor Carlos Billinglsley. (Be sure to scroll left and right to see the entire screen shots!) (ANSWER FORMAT: ABCDE) No spaces, no commas.