Call Center Technology Systems 5

Question 1

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

Accepted Answer

Follow the documented outage procedure and notify a supervisor

Answer

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

Question 2

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

Accepted Answer

Coach the agent privately without the customer hearing

Answer

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

Question 3

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

Accepted Answer

Find accurate answers quickly during live interactions

Answer

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

Question 4

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

Accepted Answer

Virtual queuing with callback

Answer

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

Question 5

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

Accepted Answer

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

Answer

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

Call Center Practice Test