3rd Quarter in TLE 7 Quiz#1 Lesson 1

Is a symbol representing several reports or multiple documents.

• Multiple Documents  

• Internal Storage

Is an area in diagram where control is consider transferred.

• Display  

• Control Transfer

Is a symbol indicating any steps that is curried out by an agent manually not automatically.

• Loop Limit

• Manual Operation

Can represent resources generated or used in any type of flowchart.

• Data   

• Document

Is a symbol on any data that agents or customer can read whether via soft or hard copy.

• Direct Data

• Document

Are assisted in knowing how a process progress across areas or people. It is very important to clarify the roles, duties and responsibilities of each call center staff or administrator.

• Deployment Flow Chart  

• Hybrid Flowchart

It arranges the macro steps within a process from the top, which includes the major activity topic, to the bottom, which includes minor activity.

• Top Down Flow Chart   

• Sequential Flow Chart

Is the most commonly used type of flowchart in contact centers. It identifies the steps, activities and decision points when contacting customers.

• Top Down Flow Chart    

• Sequential Flow Chart

Refers to the process of designing or revising a process while providing a common representation for envisioning this process could be discussed during contact center agent trainings.

• Flowcharting

• Flowchart

Refers to  a symbolic representation of the flow of steps followed in contact center services or the people to consider when following hierarchy within contact centers.

• Flowcharting    

• Flowchart

• Designs