Call Center Hosting ACD, Call Routing & Queue Management 2

Question 1

What is 'callback' (virtual hold) in a call center queue system?

Accepted Answer

Allowing callers to hang up and receive an automatic call back when an agent is free

Answer

Recording a callback number for after-hours calls

Answer

A feature that redials busy numbers automatically

Answer

Supervisor callback monitoring during live calls

Question 2

What does 'overflow routing' do in an ACD system?

Accepted Answer

Redirects calls to another queue, site, or voicemail when the primary queue is too busy

Answer

Blocks calls that exceed the queue limit

Answer

Increases agent capacity automatically during peak hours

Answer

Sends overflow calls directly to a supervisor

Question 3

What is 'priority routing' in a contact center?

Accepted Answer

Moving high-value or urgent callers ahead of others in the queue

Answer

Routing calls based on geographic region

Answer

Sending all calls to the most senior agent first

Answer

Prioritizing calls with shorter expected handle times

Question 4

In call center workforce management, what is 'occupancy rate'?

Accepted Answer

The percentage of time agents spend on calls and after-call work vs. total logged-in time

Answer

The percentage of seats filled in the contact center building

Answer

The ratio of inbound to outbound calls handled

Answer

The number of calls in queue at any moment

Question 5

What is 'whisper coaching' in a hosted call center?

Accepted Answer

A supervisor speaking to an agent during a live call without the customer hearing

Answer

An IVR prompt that plays before the agent answers

Answer

Playing recorded coaching tips during after-call work

Answer

A quiet mode that mutes background noise

Question 6

What is the purpose of 'after-call work' (ACW) time in a call center?

Accepted Answer

Wrap-up time after a call to complete notes, coding, or follow-up tasks

Answer

Time agents spend in training after their shift

Answer

Scheduled break time after consecutive calls

Answer

Time to review call recordings with a supervisor