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AWS / Verint Challenge Flashcards | StudBud
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AWS / Verint Challenge
AWS / Verint Challenge
19 terms
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Flashcards
19 cards
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Practice quiz
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Questions
19
Answers
1
Is there a Quick Connect for Claims SC?
Potato
Yes, but you can only see this during an active call
No
Yes
2
When agents begin their day, should they open AWS first, or DORA?
AWS/CEP (best practice)
DORA
3
Amazon Connect allows you to create and customize your own dashboards.
True
False
4
What do we utilize the dial pad for in AWS?
Navigating menus when calling Voiance...
Logging out...
We do not utilize it... it's irrelevant
Calling your manager...
5
When do we send Adherence Exception email to WFM?
System Problems
Team Huddle
Team Meeting
Ad-Hoc>15 mins
6
Quick Connects are the only way to transfer a call in AWS...
False
True
7
Verint is where we check the queues.
False
True
8
Verint does not provide pop-up lunch / break alerts.
True
False
9
CBA's should use the same email template in the WFM sharepoint for schedule adjustment requests.
True
False
10
What status is the brown status code on the calendar in Verint?
Break
System Problems
Hold
Lunch
11
The Spanish line will be added to the Quick Connect list.
False
True
12
What happens if the Amazon Connect browser is acccidentally closed during a call?
Immedate failed audit.
Nothing... but when call ends, you need to report to CEC Support
Nothing... but when call ends you need to restart AWS
Your call will disconnect, and status will remain in Available > ACW
13
What does AWS stand for?
Amazon Window Screen
Potato
Amazon Web Service
Amazon Wireless Service
14
How do you add an additional interaction to an existing call in AWS?
Select "Quick Connects" icon: Select the Quick Connect, or enter the number
No conference ability in AWS...
Place caller on "hold" and use dial pad...
15
What parts of our company are on AWS?
CLA CCC, UUS CCC, UUS VB CCC, Starmount
FRU
HR
AMC
16
Agents still receive CTI screen pop.
True
False
17
I cannot copy/paste a business partners phone number from teams in to AWS.
True
False
18
How do you use number pad up if you are on a call?
Caller must be placed on hold first
Cannot be used while on a call...
Disconnect the customer, and use dial pad to call them back
From the Quick Connect Menu agents can type in the full 10-digit number.
19
The customer hears hold music.
False
True
