Workforce Analyst Assessment

Workforce Analyst Assessment

Professional Development

15 Qs

quiz-placeholder

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Workforce Analyst Assessment

Workforce Analyst Assessment

Assessment

Quiz

Mathematics, Professional Development, Other

Professional Development

Practice Problem

Easy

CCSS
RI.9-10.4, 4.MD.A.1, 6.EE.A.2C

+11

Standards-aligned

Created by

kheiy Rebullar

Used 52+ times

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15 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is AHT?

A Handling Time

Average Hold Time

Average Handle Time

A Hold Time

2.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

Check all that are accounted for AHT

Calls Handled

Hold time

Break time

Talk time

3.

FILL IN THE BLANK QUESTION

45 sec • 1 pt

How many seconds are in 15 minutes?

Tags

CCSS.4.MD.A.1

4.

MULTIPLE CHOICE QUESTION

45 sec • 1 pt

This is the average amount of time an agent takes to wrap-up a call

Average-Call Work

Average Count of Work

After-Call Work

5.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What is Workforce Management?

A set of processes designed to achieve and maintain operational efficiency by ensuring that the right number of agents, with the right skill sets, are staffed at the right time.

A set of processes designed to achieve and maintain operational efficiency by ensuring that the right number of agents, with the right skill sets, are staffed at the wrong time.

A set of processes designed to achieve and maintain operational efficiency by not ensuring that the right number of agents, with the right skill sets, are staffed at the wrong time.

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Shortcut for Help in Excel

F4

Ctrl + S

F1

Esc

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the ff is NOT a process of Workforce Management?

Recruiting

Forecasting

Scheduling

Planning

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