Call Center Hosting SLA, Performance Metrics & Workforce Management 2

Question 1

What does 'RTO' stand for in a call center disaster recovery SLA?

Accepted Answer

Recovery Time Objective — the maximum acceptable downtime before systems must be restored

Answer

RTO defines the maximum tolerable time a call center system can be down before it must be restored after a disaster or outage.

Question 2

What is 'RPO' in the context of call center backup and recovery planning?

Accepted Answer

Recovery Point Objective — the maximum acceptable amount of data loss measured in time

Answer

RPO defines how much data loss is acceptable by specifying the maximum age of data that must be recovered after a failure.

Question 3

What is 'workforce management' (WFM) software used for in a call center?

Accepted Answer

Forecasting call volume, scheduling agents, and optimizing staffing levels to meet service goals

Answer

WFM software forecasts demand, creates agent schedules, and tracks real-time adherence to ensure the right number of agents are available at the right times.

Question 4

What is 'schedule adherence' in call center workforce management?

Accepted Answer

The percentage of time agents are doing what their schedule requires at any given moment

Answer

Schedule adherence measures how closely agents follow their planned schedule, including being on the phone, in break, or doing ACW as scheduled.

Question 5

What is 'average speed of answer' (ASA) in call center metrics?

Accepted Answer

The average time callers wait in queue before an agent answers

Answer

ASA measures the average time callers spend waiting in queue from when they enter until an agent answers, a key indicator of queue performance.

Call Center Hosting Practice Test

Call Center Hosting Practice Test

Call Center Hosting SLA, Performance Metrics & Workforce Management 2