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Systems Technology Flashcards

7 cards from real Call Center practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Systems Technology flashcards as text

  1. Agents at a remote site experience choppy, robotic-sounding audio during VoIP calls. Which network problem is the most likely cause?

    Answer: Packet loss and jitter on the connection

    VoIP audio quality degrades when voice packets are lost or arrive at uneven intervals, known as jitter.

  2. Which network configuration ensures voice traffic gets priority over file downloads on a shared call center network?

    Answer: QoS (Quality of Service) policies

    QoS prioritizes latency-sensitive voice packets over less time-critical data traffic on the network.

  3. A customer emails, then calls, then opens a live chat about the same issue, and the agent can see the full history across all three channels in one interface. What kind of platform enables this?

    Answer: An omnichannel contact center platform

    Omnichannel platforms unify voice, email, chat, and other channels into a single agent view with shared history.

  4. During a payment, regulations require that the customer's card security code NOT be stored in the call recording. Which technology feature addresses this?

    Answer: Pause-and-resume (or automated redaction) recording

    Pause-and-resume or automated redaction suppresses sensitive payment data from recordings to support PCI DSS compliance.

  5. A workforce management (WFM) system's forecasting module primarily uses which input to predict future staffing needs?

    Answer: Historical contact volume and handle-time patterns

    WFM forecasting analyzes historical volume and average handle time to project future workload and required staff.

  6. Which statement best describes SIP (Session Initiation Protocol) in a contact center environment?

    Answer: A signaling protocol used to set up, manage, and end VoIP calls

    SIP is the standard signaling protocol that establishes, modifies, and terminates voice and multimedia sessions over IP.

  7. A center's screen recording tool captures agent desktops along with audio. What is the main operational purpose of pairing screen capture with call recording?

    Answer: Evaluating full agent workflow and system usage during quality reviews

    Screen-plus-audio recording lets quality teams see how agents navigate systems while handling the interaction.