New Hire Training II

1.

ACD stands for _____.

Correct Answer
Automatic Call Distributor
Automatic Call Distribution

2.

IVR is short for what?

Correct Answer
Interactive Voice Response

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

Correct Answer(s)
B. Flexibility in handling unforeseen events
D. Real-time visibility gained with the change management capabilities help ensure you consistently meet your center’s goals
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

Correct Answer
B. False

Explanation
An automatic script launches a new Supervisor session that logs into CMS and runs the requested tasks as a background process. Script actions are not displayed on the screen. Although Supervisor provides the ability to create automatic scripts, a third-party scheduling program must be used in order to run the scripts automatically on a regular schedule.

An interactive script runs in the current Supervisor session and the actions display on the PC. If the Supervisor session is disconnected from the CMS server, the script will not run.

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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+

Correct Answer
C. Erlang C

6.

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

A.

True
B.

False

Correct Answer
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

Correct Answer
A. True

8.

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

Correct Answer
iMDS
IMDS
imds

9.

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

Correct Answer
EMLi
EMLI
emli

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.

Correct Answer
ICM
icm
Intelligent Call Manager

11.

ICM means:

A.

Intelligent Call Manager
B.

Integrated Call Manager
C.

Interactive Call Manager

Correct Answer
A. Intelligent Call Manager

12.

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

A.

True
B.

False

Correct Answer
A. True

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.

Correct Answer
per call

14.

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

Correct Answer
CDN Script
VDN Script
CDN Scripts
VDN Scripts
VDN/CDN Script
VDN/CDN Scripts
CDN/VDN Scripts
CDN/VDN Script

15.

Each TFN is assigned a __ digit routing number.

Correct Answer
10

Explanation
Telephone number with 10-digit routing number assigned used by the TFN carrier to route the call to proper destination. This number is free to the calling party and instead charging the called party the cost of the call.

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4