Agent - IDCC & Genesys (Contact Center) quiz 1
Authored by Luthfi Arsyad
Information Technology (IT)
Professional Development
Used 4+ times
AI Actions
Add similar questions
Adjust reading levels
Convert to real-world scenario
Translate activity
More...
Content View
Student View
5 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Agar agent dapat menerima interaksi inbound, status apakah yang harus dipilih
Away
Training
Break
On Queue
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Pilihan target apakah yang disediakan oleh sistem agar agent dapat melakukan proses transfer interaksi
External contact & Queue
Agent & Queue
Internal contact & External contact
Agent & External contact
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Hal yang harus dilakukan agent setelah sesi percakapan dengan customer berakhir, agar dapat menerima interaksi inbound kembali
Logout aplikasi
Mengisi notes
Wrap up & Done
Refresh browser
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Fitur apa yang digunakan agent agar dapat menghubungi customer untuk melakukan follow up atau penjadwalan telpon kembali
Callback
Transfer interaksi
Consultation
Conference
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Selain mengisi target no telpon, apa yang harus dilakukan agent sebelum outbound call ke pelanggan
Away status
Mengisi notes
Melakukan input Queue
Transfer interaksi
Access all questions and much more by creating a free account
Create resources
Host any resource
Get auto-graded reports
Continue with Google
Continue with Email
Continue with Classlink
Continue with Clever
or continue with
Microsoft
%20(1).png)
Apple
Others
Already have an account?
