CX1 Supervisor Application Overview
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Questions and Answers

What is the primary function of the CX1 supervisor application?

  • To manage customer data
  • To manage customer interactions
  • To automate dialing for outbound calls
  • To monitor agent performance and facilitate continuous development (correct)

    • What is the purpose of an outbound dialer in a contact center?

  • To manage customer data
  • To monitor agent performance
  • To receive incoming customer calls
  • To automate outgoing calls to customers (correct)

    • What is the key benefit of using a progressive dialer in a contact center?

  • It increases the number of incoming calls
  • It decreases the number of outgoing calls
  • It assigns calls to agents randomly
  • It assigns calls to agents based on their availability (correct)

    • What is the role of a manager in the context of a contact center?

    <p>To oversee the entire process and intervene when necessary</p> Signup and view all the answers

    What is the input to an outbound dialer system?

    <p>A list of contacts to be dialed</p> Signup and view all the answers

    What is the outcome of using an outbound dialer in a contact center?

    <p>It increases agent efficiency and output</p> Signup and view all the answers

    What does Dilbert expect when he calls the customer care center?

    <p>To be able to talk to someone who will resolve his problem</p> Signup and view all the answers

    What is the purpose of an IVR in a call center?

    <p>To provide a menu for customers to specify their problem</p> Signup and view all the answers

    What determines which agent will handle a call in a contact center?

    <p>The agent's skill set and the customer's problem</p> Signup and view all the answers

    What is a skill in the context of a call center?

    <p>An area of expertise or domain</p> Signup and view all the answers

    How are calls typically removed from a skill queue in a call center?

    <p>In the order they were received</p> Signup and view all the answers

    What is one technique used to assign calls to agents in a call center?

    <p>Rotating or round robin</p> Signup and view all the answers

    Who is responsible for defining clear goals and KPIs for teams?

    <p>Lisa</p> Signup and view all the answers

    What is the role of a WFM Manager?

    <p>Resource allocation and shift management</p> Signup and view all the answers

    Who is responsible for ensuring staffing levels are in place?

    <p>Lisa</p> Signup and view all the answers

    What is the issue Dilbert is experiencing with the online delivery app?

    <p>A large amount was charged to his credit card</p> Signup and view all the answers

    What is Lisa's role in the organization?

    <p>Manager</p> Signup and view all the answers

    What is a manager responsible for, in addition to resource allocation?

    <p>Performance management of agents</p> Signup and view all the answers

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