Call Center Systems Technology 5

Question 1

A new agent cannot log in to the CRM, softphone, and knowledge base with one set of credentials, unlike coworkers. Which system likely needs to be configured for their account?

Accepted Answer

Single sign-on (SSO)

Answer

SSO lets agents authenticate once and access all integrated applications with a single identity.

Question 2

Real-time dashboards on the contact center floor show calls in queue, longest wait, and service level at a glance. What is this display commonly called?

Accepted Answer

A wallboard

Answer

Wallboards display live queue and performance statistics visible to agents and supervisors on the floor.

Question 3

During a system outage, agents are told to follow the business continuity plan and calls are rerouted to a backup site. Which telephony capability makes rapid rerouting possible?

Accepted Answer

Carrier-level or platform-level automatic call rerouting to alternate destinations

Answer

Modern platforms and carriers can redirect inbound numbers to alternate sites or agents within minutes during an outage.

Question 4

Which security measure protects recorded customer calls stored in the contact center platform from unauthorized access?

Accepted Answer

Encryption at rest combined with role-based access controls

Answer

Encrypting stored recordings and restricting access by role keeps sensitive audio protected from unauthorized users.

Question 5

A knowledge management system helps agents most directly by doing which of the following?

Accepted Answer

Providing searchable, up-to-date answers and procedures during live interactions

Answer

A knowledge base gives agents fast access to accurate procedures and answers, reducing handle time and errors.

Call Center Practice Test

Call Center Practice Test

Call Center Systems Technology 5