1) Person who acts behalf of another person or group is an? a) Agent b) Blended agent c) Agent status d) Interactive voice response 2) Which one is a software solution that helps organizations streamline and automate the processes that manage workers' time, organize and deploy their labor force?   a) Blended universal queue system b) Document management system  c) Workforce management d) computer telephony integration  3) Which one is a standard metric used in business call centers to determine whether call center agents are working the among timw that are scheduled to work? a) Call routing b) Cloud contact centre c) interactive voice response d) Call centre schedule adherence 4) Which one is a term that can be used to describe any technology that enables computers to interact with telephones? a) Computer telephony integration b) Average talk time c) Automatic speech recognition d) Average handling time 5) What is the name of the process of capturing audio and screen activity associated with phone calls? a) Calling line identify  b) Call recording c) Docucment management system d) Call handling analysis

Call Center Job Vocabulary 2

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