Team 1
0
Team 2
0
Teams
Name
Score
1
2
3
4
5
6
7
8
Loading
×
eraser
Reset score!
Oops!
×
gift
Win 25 points!
Okay!
×
fairy
Take points!
5
10
15
20
25
×
lifesaver
Give 10 points!
Oops!
15
×
The case Notification Icon is for HHSC use only.
True
False
Oops!
Show
Check
Okay!
Check
20
×
CCRs can transfer to the following queues when Panviva directs them to transfer:
HTW queue and M-BIC queue
None of these
HTW queue and FFCC queue
FFCC queue and MBCC queue
Oops!
Show
Check
Okay!
Check
15
×
Which of the following is good practice for utilizing a Moment of Silence?
Thanking the caller for their patience once you return from silence.
None of the above
All of the above
Setting the expecations for the silence while researching/action.
Oops!
Show
Check
Okay!
Check
15
×
The call record should contain:
Accurate capture of the SoftPhoneID, Caller First and Last names
Accurate selection of caller type, language, and call type
All of the above
Professional statements regarding case status or action taken
Oops!
Show
Check
Okay!
Check
×
baam
Lose 25 points!
Oops!
×
shark
Other team loses 15 points!
Okay!
×
gift
Win 25 points!
Okay!
×
baam
Lose 25 points!
Oops!
15
×
When should you transfer to the supervisor queue?
You are not feeling well and need to leave for the day
The caller would like to file a complaint
It is your lunchtime
You question the identity of the caller
Oops!
Show
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
Okay!
Check
×
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