Avaya One-x Agent Knowledge Retention

17 Questions | Total Attempts: 104

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Avaya One-x Agent Knowledge Retention - Quiz

This quiz is open book. Please consult your resources if some questions pose a challenge.


Questions and Answers
  • 1. 
    What is the function of the   icon? 
    • A. 

      Work Log

    • B. 

      Contacts

    • C. 

      E-Books

    • D. 

      Favorites

  • 2. 
    What is the function of the  icon?
    • A. 

      RPM

    • B. 

      Computer Temperature

    • C. 

      Audio Monitor

    • D. 

      Do Not Use

  • 3. 
    What is the function of the  icon?
    • A. 

      Time display

    • B. 

      Call length display

    • C. 

      Help screen

    • D. 

      Do not use

  • 4. 
    What is the function of the   icon?
    • A. 

      Work Log

    • B. 

      System Options

    • C. 

      Help Screen

    • D. 

      Display Settings

  • 5. 
    What is the function of the  icon?
    • A. 

      Work Log

    • B. 

      System Options

    • C. 

      Favorites

    • D. 

      Contacts

  • 6. 
    Which icons represent an agent trying to change their state during a live call
    • A. 
    • B. 
    • C. 
    • D. 
    • E. 
  • 7. 
    Which icon is used to place a call on hold?
    • A. 
    • B. 
    • C. 
    • D. 
    • E. 
  • 8. 
    Which icon is used to transfer a call?
    • A. 
    • B. 
    • C. 
    • D. 
    • E. 
  • 9. 
    Which icon is used to end a call?
    • A. 
    • B. 
    • C. 
    • D. 
    • E. 
  • 10. 
    Which icon is used to pull up the conference call drop-down menu?
    • A. 
    • B. 
    • C. 
    • D. 
    • E. 
  • 11. 
    Which icon is used to complete a warm transfer?
    • A. 
    • B. 
    • C. 
    • D. 
    • E. 
  • 12. 
    True or False: When logging into Avaya one-X Agent, the phone will ring and the CAASCO agent must answer and then disconnect the call to complete the connection.
    • A. 

      True

    • B. 

      False

  • 13. 
    True or False: Avaya supports two different methods of conferencing a call.
    • A. 

      True

    • B. 

      False

  • 14. 
    True or False: Avaya supports two different methods of placing an outbound call.
    • A. 

      True

    • B. 

      False

  • 15. 
    How do you drop a participant from a conference call?
    • A. 

      Hang up

    • B. 

      Change your agent state to AUX42

    • C. 

      Click the "End Conference" button

    • D. 

      Click the "Drop Participant" button for the associated participant

  • 16. 
    True or False: Agents can modify their Avaya dial pads.
    • A. 

      True

    • B. 

      False