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WorksheetsWorkforce Analyst Assessment
Total questions: 15
Worksheet time: 12mins
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?
(a)
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
Choose the image that completes the pattern:
Which of the shapes below continues the sequence?
Choose the odd one out from the frames.
1
2
3
4
5
Mara runs faster than Gail.
Lily runs faster than Mara.
Gail runs faster than Lily.
If the first two statements are true, the third statement is:
False
Uncertain
True
Spot the odd one out:
First, Second, Third, Forth, Fifth, Sixth, Seventh, Eighth
(a)
