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Systems Technology Flashcards

7 cards from real Call Center practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Systems Technology flashcards as text

  1. A new agent cannot log in to the CRM, softphone, and knowledge base with one set of credentials, unlike coworkers. Which system likely needs to be configured for their account?

    Answer: Single sign-on (SSO)

    SSO lets agents authenticate once and access all integrated applications with a single identity.

  2. Real-time dashboards on the contact center floor show calls in queue, longest wait, and service level at a glance. What is this display commonly called?

    Answer: A wallboard

    Wallboards display live queue and performance statistics visible to agents and supervisors on the floor.

  3. During a system outage, agents are told to follow the business continuity plan and calls are rerouted to a backup site. Which telephony capability makes rapid rerouting possible?

    Answer: Carrier-level or platform-level automatic call rerouting to alternate destinations

    Modern platforms and carriers can redirect inbound numbers to alternate sites or agents within minutes during an outage.

  4. Which security measure protects recorded customer calls stored in the contact center platform from unauthorized access?

    Answer: Encryption at rest combined with role-based access controls

    Encrypting stored recordings and restricting access by role keeps sensitive audio protected from unauthorized users.

  5. A knowledge management system helps agents most directly by doing which of the following?

    Answer: Providing searchable, up-to-date answers and procedures during live interactions

    A knowledge base gives agents fast access to accurate procedures and answers, reducing handle time and errors.

  6. An IVR redesign replaces rigid touch-tone menus with 'How can I help you today?' and interprets free-form speech. Which technology enables this?

    Answer: Natural language processing with speech recognition

    Natural language IVRs use speech recognition and NLP to understand open-ended caller requests and route accordingly.

  7. Management wants agent desktops to automatically log every call outcome into the CRM without manual data entry. Which integration approach achieves this?

    Answer: API-based integration between the telephony platform and the CRM

    APIs let the telephony platform push call details and dispositions directly into CRM records automatically.