Call Center Solutions Workforce Management 2

Question 1

What is 'real-time adherence' (RTA) monitoring?

Accepted Answer

Tracking whether agents are in the correct scheduled state (available, on call, break) at any given moment

Answer

Checking that call recordings are saved in real time

Answer

Monitoring internet connectivity for remote agents in real time

Answer

Verifying that calls are being distributed evenly across agents

Question 2

What scheduling practice helps call centers cover unexpected call volume spikes?

Accepted Answer

Maintaining a pool of on-call or standby agents who can be activated when needed

Answer

Locking all schedules at least 30 days in advance

Answer

Scheduling the entire team for the same shift to maximize coverage

Answer

Routing excess calls to an automated voicemail system

Question 3

What is the purpose of a 'schedule adherence target' in a call center?

Accepted Answer

To define the expected percentage of time agents should be in their scheduled state, holding agents accountable for availability

Answer

To ensure agents don't work overtime

Answer

To track how often agents arrive on time for their shifts

Answer

To measure how closely actual call volume matches the forecast

Question 4

What is 'voluntary time off' (VTO) in call center operations?

Accepted Answer

An option offered to agents to take unscheduled time off without pay when call volume is lower than forecasted

Answer

Mandatory unpaid leave assigned during low-volume periods

Answer

Annual leave approved voluntarily by each agent

Answer

Time off granted as a reward for high QA scores

Question 5

What is 'rostering' in workforce management?

Accepted Answer

The process of assigning specific agents to specific scheduled shifts and days off

Answer

Creating a list of customer accounts assigned to each agent

Answer

Tracking agent performance rankings by score

Answer

Scheduling training sessions for new agents

Question 6

What is 'absenteeism' and how does it affect call center operations?

Accepted Answer

Unplanned agent absence from scheduled shifts, which reduces available staffing and increases queue wait times

Answer

When agents are present but not performing — also called 'presenteeism'

Answer

The rate at which customers abandon calls

Answer

Absence of data in WFM forecasting models