New Hire Training II
15 Questions
| Total Attempts: 155
Questions and Answers
- 1.ACD stands for _____.
- 2.IVR is short for what?
- 3.Why is re-forecasting important? Please select all that applies.
- A.
Improve and balance service levels between call centers
- B.
Flexibility in handling unforeseen events
- C.
Change the skills of an agent or agent template
- D.
Real-time visibility gained with the change management capabilities help ensure you consistently meet your center’s goals
- E.
Allows the Command Center to view, create, manage and manipulate call routing scripts
- F.
Assess the impact changes have on the plan
- 4.An interactive script runs the requested tasks as a background process and launches a new session that logs into CMS.
- A.
True
- B.
False
- 5.This formula is used to determine the number of agents or customer service representatives needed to staff a call center, for a specified desired probability of queuing.
- A.
Erlang A
- B.
Erlang B
- C.
Erlang C
- D.
Erlang B+
- 6.True or False – You can use CRDB to monitor real-time stats in your contact center.
- A.
True
- B.
False
- 7.True or False – When monitoring real-time, you can use all Avaya CMS, Symposium and Avaya Proactive simultaneously without having any conflict in any of the 3 systems.
- A.
True
- B.
False
- 8.If you want to get data about PTV, which application should you use?
- 9._______ is a tool more effective than CMS and IEX as it gives real time call and staffing data together.
- 10._______ is a tool that works in conjunction with Symposium to deliver calls based on call type, agent availability, and any other criteria that were set by the call routing team.
- 11.ICM means:
- A.
Intelligent Call Manager
- B.
Integrated Call Manager
- C.
Interactive Call Manager
- 12.During switch failure, calls can be manually routed to other sites using ICM until issue is resolved.
- A.
True
- B.
False
- 13.ICM is a system that allows calls to be routed on _______ rather than network plans in which calls are routed on a pre-determined allocation.
- 14._____ is a list of instructions telling how the call should be processed while it resides at the center.
- 15.Each TFN is assigned a __ digit routing number.
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