Call Center Technology Systems 3 — Questions and Answers
Question 1: Which dialer type automatically calls numbers and only connects answered calls to agents, predicting agent availability?
- Preview dialer
- Click-to-dial
- Predictive dialer (Correct answer)
- Manual dialer
Correct answer: Predictive dialer
A predictive dialer uses algorithms to dial ahead of agent availability and passes only live answers to agents.
Question 2: 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?
- An omnichannel agent desktop (Correct answer)
- A standalone ticketing tool
- A legacy PBX console
- An IVR designer
Correct answer: An omnichannel agent desktop
An omnichannel desktop unifies all communication channels and context in a single agent interface.
Question 3: What does WFM software primarily help call center managers do?
- Route calls by area code
- Record calls for legal holds
- Forecast volume and schedule the right number of agents (Correct answer)
- Encrypt customer payment data
Correct answer: Forecast volume and schedule the right number of agents
Workforce Management (WFM) tools forecast contact volume and build agent schedules to match demand.
Question 4: Why do call centers use call recording systems beyond quality assurance?
- Speeding up IVR menus
- Reducing internet bandwidth usage
- Blocking spam callers
- Compliance with legal and regulatory requirements (Correct answer)
Correct answer: Compliance with legal and regulatory requirements
Recordings serve as evidence for regulatory compliance and dispute resolution in addition to coaching.
Question 5: A customer starts a chat, then calls in, and the agent can see the chat transcript. Which capability makes this possible?
- Line trunking
- Automatic number blocking
- Predictive dialing
- Cross-channel interaction history synchronization (Correct answer)
Correct answer: Cross-channel interaction history synchronization
Synchronized interaction history carries context across channels so agents see prior touchpoints.
Question 6: Which metric dashboard tool shows real-time queue status, agents available, and calls waiting on a shared screen?
- A payroll report
- A firewall
- A wallboard (Correct answer)
- A dialer log
Correct answer: A wallboard
Wallboards display live queue and agent statistics so the floor can react to spikes immediately.
Question 7: What is skills-based routing designed to do?
- Record calls at higher quality
- Reduce headset costs
- Dial customers in alphabetical order
- Send each call to the agent best qualified to handle its topic (Correct answer)
Correct 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.
Call Center Technology Systems 3
Which dialer type automatically calls numbers and only connects answered calls to agents, predicting agent availability?