ICSS Unit 2

_________ is a technology used by call centres and other large organizations that allows a single access number to provide several lines to outside callers while providing a range of external lines to internal callers or staff.

_______ uses Voice over IP (VOIP) technologies allowing telephone calls to be made over an IP network such as the Internet.

Single earpiece headsets are known as ______

_____________is used to display performance information in a customer service support centre. Information displayed may include the number of calls in queue, average wait times, average speed of information and overall daily call volume, planned events, visitors arriving or the representatives of the month.

Workstation refers to the _____ that representatives use.

_____________is used to display "number of calls in queue" and "average wait times" in a customer service support centre.

______ also known as voice logger, is a device or program used to record audio information from telephones for storage on a computer’s hard drive or removable media.

IP Phones must be handled with care, especially in situations when representatives become frustrated and bang the IP Phone. This is _______

The power of the computers must be off at the end of a working day to prevent a disaster such as power surge and fire breakout. This is one example of _____

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 __________refers to the percentage of callers that hang up the phone before reaching a representative.