New Hire Training II

15 Questions | Total Attempts: 155

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New Hire Exam Quizzes & Trivia

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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