Technology Systems Flashcards

Which dialer type automatically calls numbers and only connects answered calls to agents, predicting agent availability?

Answer: Predictive dialer

A predictive dialer uses algorithms to dial ahead of agent availability and passes only live answers to agents.

An agent sees the customer's wait time, queue position, and sentiment on one interface handling calls, chats, and emails. What is this setup called?

Answer: An omnichannel agent desktop

An omnichannel desktop unifies all communication channels and context in a single agent interface.

What does WFM software primarily help call center managers do?

Answer: Forecast volume and schedule the right number of agents

Workforce Management (WFM) tools forecast contact volume and build agent schedules to match demand.

Why do call centers use call recording systems beyond quality assurance?

Answer: Compliance with legal and regulatory requirements

Recordings serve as evidence for regulatory compliance and dispute resolution in addition to coaching.

A customer starts a chat, then calls in, and the agent can see the chat transcript. Which capability makes this possible?

Answer: Cross-channel interaction history synchronization

Synchronized interaction history carries context across channels so agents see prior touchpoints.

Which metric dashboard tool shows real-time queue status, agents available, and calls waiting on a shared screen?

Answer: A wallboard

Wallboards display live queue and agent statistics so the floor can react to spikes immediately.

What is skills-based routing designed to do?

Answer: Send each call to the agent best qualified to handle its topic

Skills-based routing matches call type to agent proficiencies like language or product expertise.