Call Center Systems Technology 4 — Questions and Answers
Question 1: A caller waits in queue and hears their expected wait time is 12 minutes, then is offered the option to hang up and keep their place in line. Which feature is being used?
- Virtual queuing with callback (Correct answer)
- Call barging
- Sticky agent routing
- DNIS-based routing
Correct answer: Virtual queuing with callback
Virtual queuing holds the caller's position and calls them back when an agent becomes available.
Question 2: The contact center routes calls differently depending on which toll-free number the customer dialed. Which routing input makes this possible?
- DNIS (Dialed Number Identification Service) (Correct answer)
- ANI blocking
- Agent occupancy rate
- Erlang C calculation
Correct answer: DNIS (Dialed Number Identification Service)
DNIS identifies which number the caller dialed, allowing the system to route sales and support lines differently.
Question 3: Speech analytics software flags calls containing phrases like 'cancel my account' for supervisor review. What capability does this illustrate?
- Automated keyword and phrase detection across recorded interactions (Correct answer)
- Real-time network jitter monitoring
- Automatic number provisioning
- Headset firmware updates
Correct answer: Automated keyword and phrase detection across recorded interactions
Speech analytics transcribes and scans interactions to detect defined keywords, phrases, and sentiment patterns.
Question 4: An agent finishes a call and the system automatically launches a timed period for entering notes and disposition codes before the next call arrives. What is this state called?
- After-call work (wrap-up) time (Correct answer)
- Available idle time
- Ring-no-answer state
- Hold recall
Correct answer: After-call work (wrap-up) time
After-call work is the wrap-up state where agents complete notes and coding before receiving another contact.
Question 5: A center deploys an AI chatbot that resolves password resets, escalating to a human agent only when it cannot help. What is the metric that measures how often the bot resolves issues without escalation?
- Containment rate (Correct answer)
- Shrinkage
- Occupancy
- Trunk utilization
Correct answer: Containment rate
Containment rate measures the percentage of interactions fully handled by automation without transferring to an agent.
Question 6: Which failover design keeps a cloud contact center taking calls even if one data center region goes down?
- Geographic redundancy across multiple regions (Correct answer)
- Storing recordings on agent desktops
- Disabling IVR menus during peaks
- Using a single SIP trunk provider with one route
Correct answer: Geographic redundancy across multiple regions
Geographic redundancy replicates the platform across regions so traffic reroutes automatically during an outage.
Question 7: An agent needs to transfer a caller to billing and share context first so the customer does not repeat themselves. Which transfer type should the agent use?
- Warm (consultative) transfer (Correct answer)
- Blind (cold) transfer
- Call parking
- Call forwarding to voicemail
Correct answer: Warm (consultative) transfer
A warm transfer lets the agent speak with the receiving party to pass context before connecting the customer.
Call Center Systems Technology 4
A caller waits in queue and hears their expected wait time is 12 minutes, then is offered the option to hang up and keep their place in line.
Which feature is being used?