Technology Systems Flashcards

The phone system goes down mid-shift. According to standard practice, what should an agent do first?

Answer: Follow the documented outage procedure and notify a supervisor

Agents should follow the established business continuity procedure and escalate rather than improvise with unsecured tools.

What does 'call whisper' allow a supervisor to do during a live call?

Answer: Coach the agent privately without the customer hearing

Whisper mode lets the supervisor speak to the agent while remaining inaudible to the customer.

A knowledge base integrated into the agent desktop primarily helps agents do what?

Answer: Find accurate answers quickly during live interactions

An integrated knowledge base surfaces verified answers and procedures without leaving the interaction screen.

Which feature estimates a caller's wait and offers to call them back when an agent is free, without losing their queue place?

Answer: Virtual queuing with callback

Virtual queuing holds the caller's position and triggers an automatic callback when their turn arrives.

After-call work (ACW) timers in the phone system track what activity?

Answer: Time spent on notes and follow-up tasks after a call ends

ACW measures post-call wrap-up time such as logging notes and completing dispositions.

An agent must categorize each completed call as 'billing,' 'technical,' or 'sales' in the system. What is this action called?

Answer: Setting a disposition code

Disposition codes classify call outcomes for reporting and routing improvements.

Why do call centers use single sign-on (SSO) across their agent applications?

Answer: To let agents securely access multiple tools with one login

SSO gives agents one secure credential for all authorized tools, reducing password fatigue and risk.