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Score
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20
×
CCRs can transfer to the following queues when Panviva directs them to transfer:
None of these
HTW queue and FFCC queue
FFCC queue and MBCC queue
HTW queue and M-BIC queue
Oops!
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Check
Okay!
Check
×
banana
Go to last place!
Oops!
×
seesaw
Swap points!
Okay!
×
gift
Win 25 points!
Okay!
×
thief
Give points!
5
10
15
20
25
×
banana
Go to last place!
Oops!
×
fairy
Take points!
5
10
15
20
25
×
shark
Other team loses 15 points!
Okay!
×
baam
Lose 25 points!
Oops!
15
×
The case Notification Icon is for HHSC use only.
False
True
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Check
Okay!
Check
15
×
You should not let the caller know the reason you are placing them on hold.
False
True
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Check
15
×
The call record should contain:
Accurate selection of caller type, language, and call type
All of the above
Accurate capture of the SoftPhoneID, Caller First and Last names
Professional statements regarding case status or action taken
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15
×
Which of the following is good practice for utilizing a Moment of Silence?
None of the above
All of the above
Thanking the caller for their patience once you return from silence.
Setting the expecations for the silence while researching/action.
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15
×
When should you transfer to the supervisor queue?
You are not feeling well and need to leave for the day
You question the identity of the caller
It is your lunchtime
The caller would like to file a complaint
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Okay!
Check
×
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