Call Management Features Flashcards
6 cards from real Business Phone Systems practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Call Management Features flashcards as text
What is skill-based routing in a call center phone system?
Answer: Routes incoming calls to agents based on their specific skills or expertise that best match the caller's need
Skill-based routing matches callers to agents with the specific knowledge or language ability required to resolve their issue.
What is barge-in (or call barging) used for in call center management?
Answer: Allows a supervisor to join a live call and speak to both the agent and customer simultaneously
Barge-in lets supervisors enter an active call to assist the agent and communicate directly with the customer during escalations.
What is call monitoring (silent monitoring)?
Answer: A supervisor listens to a live call without the agent or customer being aware
Silent monitoring lets supervisors listen to live calls in real time for quality assurance without interrupting the conversation.
What does 'hot desking' mean in the context of business phones?
Answer: An employee can log into any available desk phone and have it configured as their personal extension
Hot desking allows mobile workers to sit at any available desk and log into the IP phone there to get their personal extension and settings.
What is a night mode or after-hours schedule in a phone system?
Answer: A time-based routing rule that changes how calls are handled outside of business hours
Night mode automatically switches call routing to after-hours greetings, voicemail, or on-call numbers based on a configured time schedule.
What is an SLA (Service Level Agreement) in call center telephony?
Answer: A target percentage of calls that must be answered within a defined number of seconds
In call center context, SLA is typically expressed as 'X% of calls answered within Y seconds,' such as 80% within 20 seconds.