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WorksheetsRestore Quiz One
Total questions: 16
Worksheet time: 8mins
If we research and confirm that the damaged address given is indeed a duplicate address, what should we do?
Look at the address that is complete in E-Grants.
Are we able to complete an application for the caller?
What if we have a long call due to an elderly caller, what should we post in the Teams chat?
Long call- Elderly
Short call- Elderly
Medium call- Elderly
What is the recommended browser when launching the E-Grants website?
Internet Explorer
Mozilla Firefox
Google Chrome
Safari
What is the first step to log in to NICE?
Enter your username. Then, launch MAX from the NICE icon on your desktop.
Enter your username and password.
Use the SSO URL.
Nothing, just login the ADP portal
What is the maximum time that we are allowed to hold for the caller?
15 sec.
30 sec.
1 min
2 mins
What does SSO stand for in the context of logging in to MAX?
Single Sign-On
Secure Sign-On
Simple Sign-On
Standard Sign-On
What is the maximum time we can place a caller on hold?
1 min
2 mins
5 mins
10 mins
What credentials are used to log in to MAX?
Email and password
SSO credentials: your YWSS email
Username and password
Phone number and password
What is NOT required when using SSO to log in to MAX?
Username and password
SSO URL
Desktop icon
Internet connection
Dead air is considered after how many seconds?
5
10
15
20
What should you do when prompted by MAX to use your microphone?
Block the microphone
Ignore the prompt
Allow the microphone
Restart the application
What does the "Available" state mean for an agent?
The agent is not ready to receive contacts.
The agent is ready to receive contacts.
The agent is logged out.
The agent is in a meeting.
What is the default state for an agent at login?
Available
Logged Out
Unavailable
In a meeting
What does the timer show in the agent interface?
The number of contacts received
The duration of the current state
The number of messages sent
The number of breaks taken
How can an agent log out of the agent interface?
By closing the application
By selecting "Log Out" from the state drop down
By shutting down the computer
By clicking on the timer
