Call Center Systems Technology 4

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?

Accepted Answer

Virtual queuing with callback

Answer

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?

Accepted Answer

DNIS (Dialed Number Identification Service)

Answer

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?

Accepted Answer

Automated keyword and phrase detection across recorded interactions

Answer

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?

Accepted Answer

After-call work (wrap-up) time

Answer

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?

Accepted Answer

Containment rate

Answer

Containment rate measures the percentage of interactions fully handled by automation without transferring to an agent.

Call Center Practice Test

Call Center Practice Test

Call Center Systems Technology 4