Workforce Analyst Assessment

What is AHT?

• A Handling Time

• Average Hold Time

• Average Handle Time

• A Hold Time

Check all that are accounted for AHT

• Calls Handled

• Hold time

• Break time

• Talk time

How many seconds are in 15 minutes?

This is the average amount of time an agent takes to wrap-up a call

• Average-Call Work

• Average Count of Work

• After-Call Work

What is Workforce Management?

• A set of processes designed to achieve and maintain operational efficiency by ensuring that the right number of agents, with the right skill sets, are staffed at the right time.

• A set of processes designed to achieve and maintain operational efficiency by ensuring that the right number of agents, with the right skill sets, are staffed at the wrong time.

• A set of processes designed to achieve and maintain operational efficiency by not ensuring that the right number of agents, with the right skill sets, are staffed at the wrong time.

Shortcut for Help in Excel

• F4

• Ctrl + S

• F1

• Esc

Which of the ff is NOT a process of Workforce Management?

• Recruiting

• Forecasting

• Scheduling

• Planning

Refers to the habitual non-presence of an employee at his or her job.

• Absentism

• Absenteeism

• Absenteism

• Absentiesm

AHT is calculated by:

• (Total talk time + total hold time + total avail time) / total number of calls

• (Total talk time + total hold time + after call work time) / total number of calls

• (Total outbound time + total hold time + total not ready time) / total number of calls

• (Total talk time + total hold time + total not ready time) / total number of calls

What is the order of operations used when evaluating formulas in Excel?

• Whatever operation that is written first

• FOIL Method

• () , ^ , * / , +-

• Addition or Subtraction, Multiplication or Division