Call Center Hosting ACD, Call Routing & Queue Management 2 — Questions and Answers
Question 1: What is 'callback' (virtual hold) in a call center queue system?
- Recording a callback number for after-hours calls
- Allowing callers to hang up and receive an automatic call back when an agent is free (Correct answer)
- A feature that redials busy numbers automatically
- Supervisor callback monitoring during live calls
Correct answer: Allowing callers to hang up and receive an automatic call back when an agent is free
Virtual hold/callback lets callers opt out of waiting on hold and receive an automatic return call when an agent becomes available.
Question 2: What does 'overflow routing' do in an ACD system?
- Blocks calls that exceed the queue limit
- Redirects calls to another queue, site, or voicemail when the primary queue is too busy (Correct answer)
- Increases agent capacity automatically during peak hours
- Sends overflow calls directly to a supervisor
Correct answer: Redirects calls to another queue, site, or voicemail when the primary queue is too busy
Overflow routing redirects calls to an alternate destination when queue thresholds (wait time or queue depth) are exceeded.
Question 3: What is 'priority routing' in a contact center?
- Routing calls based on geographic region
- Moving high-value or urgent callers ahead of others in the queue (Correct answer)
- Sending all calls to the most senior agent first
- Prioritizing calls with shorter expected handle times
Correct answer: Moving high-value or urgent callers ahead of others in the queue
Priority routing assigns higher queue priority to VIP customers or urgent call types so they wait less time.
Question 4: In call center workforce management, what is 'occupancy rate'?
- The percentage of time agents spend on calls and after-call work vs. total logged-in time (Correct answer)
- The percentage of seats filled in the contact center building
- The ratio of inbound to outbound calls handled
- The number of calls in queue at any moment
Correct answer: The percentage of time agents spend on calls and after-call work vs. total logged-in time
Occupancy rate measures the percentage of logged-in time agents spend actively handling contacts versus waiting for calls.
Question 5: What is 'whisper coaching' in a hosted call center?
- An IVR prompt that plays before the agent answers
- A supervisor speaking to an agent during a live call without the customer hearing (Correct answer)
- Playing recorded coaching tips during after-call work
- A quiet mode that mutes background noise
Correct answer: A supervisor speaking to an agent during a live call without the customer hearing
Whisper coaching lets a supervisor provide real-time guidance to an agent on a live call without the customer hearing the supervisor.
Question 6: What is the purpose of 'after-call work' (ACW) time in a call center?
- Time agents spend in training after their shift
- Wrap-up time after a call to complete notes, coding, or follow-up tasks (Correct answer)
- Scheduled break time after consecutive calls
- Time to review call recordings with a supervisor
Correct answer: Wrap-up time after a call to complete notes, coding, or follow-up tasks
ACW (After-Call Work) is the time an agent spends completing documentation, CRM updates, or follow-ups immediately after a call ends.
Call Center Hosting ACD, Call Routing & Queue Management 2
What is 'callback' (virtual hold) in a call center queue system?