New Hire Training II

IVR is short for what?

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.

• Erlang A

• Erlang B

• Erlang C

• Erlang B+

If you want to get data about PTV, which application should you use?

_______ is a tool more effective than CMS and IEX as it gives real time call and staffing data together.

_______ 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.

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.

_____ is a list of instructions telling how the call should be processed while it resides at the center.

Each TFN is assigned a __ digit routing number.

ICM means:

• Intelligent Call Manager

• Integrated Call Manager

• Interactive Call Manager

During switch failure, calls can be manually routed to other sites  using ICM until issue is resolved.

• True

• False

An interactive script runs the requested tasks as a background process and launches a new session that logs into CMS.

• True

• False

True or False –  You can use CRDB to monitor real-time stats in your contact center.

• True

• False

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.

• True

• False

Why is re-forecasting important? Please select all that applies.

• Improve and balance service levels between call centers

• Flexibility in handling unforeseen events

• Change the skills of an agent or agent template

• Real-time visibility gained with the change management capabilities help ensure you consistently meet your center’s goals

• Allows the Command Center to view, create, manage and manipulate call routing scripts

• Assess the impact changes have on the plan