New Hire Training II

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1. 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.
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2. If you want to get data about PTV, which application should you use?
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3. _______ is a tool more effective than CMS and IEX as it gives real time call and staffing data together.
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4. ACD stands for _____.
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5. _______ 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.
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6. IVR is short for what?
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7. 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.
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8. _____ is a list of instructions telling how the call should be processed while it resides at the center.
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9. Each TFN is assigned a __ digit routing number.

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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10. ICM means:
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11. During switch failure, calls can be manually routed to other sites  using ICM until issue is resolved.
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12. An interactive script runs the requested tasks as a background process and launches a new session that logs into CMS.

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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13. True or False –  You can use CRDB to monitor real-time stats in your contact center.
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14. 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.
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15. Why is re-forecasting important? Please select all that applies.
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This formula is used to determine the number of agents or customer...
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...
ACD stands for _____.
_______ is a tool that works in conjunction with Symposium to deliver...
IVR is short for what?
ICM is a system that allows calls to be routed on _______ rather than...
_____ is a list of instructions telling how the call should be...
Each TFN is assigned a __ digit routing number.
ICM means:
During switch failure, calls can be manually routed to other sites...
An interactive script runs the requested tasks as a background process...
True or False –  You can use CRDB to monitor real-time...
True or False – When monitoring real-time, you can use all...
Why is re-forecasting important? Please select all that applies.
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