*RGEM LivePerson Written Review

What state do you go into in Avaya and in LivePerson, 10 minutes before your scheduled lunch?

• Avaya - Workload

• Avaya - Lunch

• LivePerson - Lunch

• LivePerson - Wrap Up

What should be done (according to the PPT) when a guest is requesting a supervisor and says an agent they previously spoke with was “rude and unprofessional”?

• Select the agent option at the top of the chat, choose the leader’s name, and transfer the chat when online

• Transfer the chat directly to the Inbound Team

• Attempt to solve the concern yourself since transferring can delay the entire conversation

What LivePerson status should you select before you end your shift so you don't receive more chats?

• Away - click Break

• Away - click Wrap Up

• Online only

• Away - click Lunch

You have explained a process multiple times to the guest but they don't seem to be understanding and you notice they are getting frustrated. What would you do?

• Look for a different way of explaining things

• Continue to advice the guest they need to call their bank

• Attempt to explain that the holds process is temporary

• Offer the guest to provide additional assistance by calling our Contact Centre

All Emojis are acceptable while chatting with the guest

• True

• False

Agents are allowed to Copy/Paste information from Knowledge Desk while chatting with the Guest

• True

• False

Are agents required to close resolved chats as soon as possible to allow new chats to be received and to send the guest the end-of-chat survey?

• True

• False

What state do you go into in Avaya and in LivePerson, at your scheduled time for lunch?

• Avaya - Logout / LivePerson - Lunch

• Avaya - Lunch / LivePerson - Wrap up

• Avaya - Away / LivePerson - Lunch

What's the automatic status you're set when you log in?

• Wrap up

• Online

• Default

• Offline

What mode allows you to navigate through the guest browser after the guest accepts the CoBrowse invitation? 

• Shared Mode

• View-Only Mode