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WorksheetsLivePerson Onboarding Test
Total questions: 10
Worksheet time: 10mins
Agent Question: I’ve got a lot of conversations on my screen and I’m finding it difficult to focus. What should I do?
TRUE or FALSE: You can hide conversations when the conversation is no longer active.
TRUE
FALSE
It feels like my active conversations are more than I should have. Should I change my status to away?
YES
NO
What do I do if I get a conversation in my queue that my colleague handled yesterday? Do I transfer it to them?
YES
NO
Should I ask the customer to ping me when they’re back and ready, or should I be chasing them?
YES
NO
What should I do if I don’t hear from my customer in a few hours?
check if the customer is still available or wanting to talk
close the conversation right away to assist other customers
The following are scenarios when it is ‘safe’ to close a messaging conversation, except for...
when a customer confirms a resolution
when you have waited the appropriate amount of time after checking if they are still present
when it is your scheduled lunch time
Should I fill out the conversation summary every time?
YES
NO
Should I ask customers to fill in feedback at the end of a conversation?
YES
NO
When I login, I get lots of messaging conversations straight away. Is that normal?
YES
NO
What does 3Cs stand for?
Clear, Complete, Concise
Clear, Consistent, Concise
Complete, Clear, Consistent
