Call Center Hosting ACD, Call Routing & Queue Management 3

Question 1

What does 'blended agent' mean in a contact center?

Accepted Answer

An agent who handles both voice and digital channels (chat, email)

Answer

A blended agent handles multiple contact channels—such as voice calls, live chat, and email—within a single shift.

Question 2

What is 'intelligent routing' (sometimes called 'data-directed routing')?

Accepted Answer

Using CRM data, customer history, or AI to match callers to the best available agent

Answer

Intelligent routing uses real-time data—CRM records, customer value, interaction history—to connect callers to the most suitable agent.

Question 3

What is the 'Erlang C' formula used for in call center planning?

Accepted Answer

Estimating the number of agents needed to meet a service level target given call volume and handle time

Answer

Erlang C is a queueing theory formula used in workforce management to calculate required agent headcount based on call volume, AHT, and target service level.

Question 4

In a hosted call center, what does 'screen pop' refer to?

Accepted Answer

Automatically displaying relevant customer information on the agent's screen when a call connects

Answer

A screen pop automatically pulls up the customer's CRM record or account information on the agent's screen when the call connects.

Question 5

What is 'service level' in call center operations?

Accepted Answer

The percentage of calls answered within a target time threshold (e.g., 80% in 20 seconds)

Answer

Service level is the percentage of inbound calls answered within a defined time threshold, commonly expressed as '80/20' (80% answered in 20 seconds).

Call Center Hosting Practice Test

Call Center Hosting Practice Test

Call Center Hosting ACD, Call Routing & Queue Management 3