WorksheetsTalkdesk Training (Agent)
Total questions: 10
Worksheet time: 5mins
Which of the following features can the agent access in the Talkdesk Workspace?
(There is more than 1 answer to this question)
Activities
Conversations
Contacts
Voicemail
What are the requirements to enjoy a stable and uninterrupted Talkdesk operation experience?
(There is more than 1 answer to this question)
Always use the latest version of “Google Chrome”
Always use a “Wired Connection” over a WIFI connection
Always “enable Microphone” in the computer setting to ensure the clear conversation
Always switch off any “High Network-Intensive Application” which competes with the audio bandwidth
How many types of statuses are available in the agent profile?
2
(Available, Offline)
3
(Available, Busy, Offline)
4
(Available, Busy, Away & Offline)
Isn’t true that when a customer calls in (Inbound call), the system will automatically open C360 even though the Google Chrome browser is closed?
Yes, C360 will automatically open even though the Google Chrome browser is closed
No, C360 will automatically open with the condition of the Chrome browser is open
Which of the following are the correct options for an agent to transfer the calls?
(There is more than 1 answer to this question)
Consult
Transfer
Blind Transfer
Which of the following is the correct statement about Consult and Blind Transfer?
(There is more than 1 answer to this question)
Consult – To transfer a caller to a specific ring group or specific agent who is available “after giving any background information about the customer inquiries”.
Consult– To immediately transfer the caller to another ring group, agent, or external party without giving any background information about the customer inquiries
Blind Transfer– To transfer a caller to a specific ring group or specific agent who is available “after giving any background information about the customer inquiries”.
Blind Transfer– To immediately transfer the caller to another ring group, agent, or external party without giving any background information about the customer inquiries
Which of the followings are the correct icons for Transferring a call?
(There is more than 1 answer to this question)
Which of the following is the correct icon for Consulting?
Which of the following is the correct icon for a switchback call to the customer after putting the customer on hold while consulting with the superior?
Which of the following are the correct ring groups for customers in Malaysia who choose the English language and inquiry about the refund?
MY_CS_EN_RnR
SG_CS_EN_RnR
MY_PCS_EN_RnR
SG_PCS_EN_RnR
