Talkdesk Training (Agent)

Which of the following features can the agent access in the Talkdesk Workspace?

(There is more than 1 answer to this question)

• Activities

• Contacts

• Conversations

• Voicemail

What are the requirements to enjoy a stable and uninterrupted Talkdesk operation experience?

(There is more than 1 answer to this question)

• Always use the latest version of “Google Chrome”

• Always “enable Microphone” in the computer setting to ensure the clear conversation

• Always use a “Wired Connection” over a WIFI connection

• Always switch off any “High Network-Intensive Application” which competes with the audio bandwidth

How many types of statuses are available in the agent profile?

• 2

  (Available, Offline)

• 3

  (Available, Busy, Offline)

• 4

  (Available, Busy, Away & Offline)

Isn’t true that when a customer calls in (Inbound call), the system will automatically open C360 even though the Google Chrome browser is closed?

• Yes, C360 will automatically open even though the Google Chrome browser is closed

• No, C360 will automatically open with the condition of the Chrome browser is open

Which of the following is the correct options for an agent to transfer the calls?

(There is more than 1 answer to this question)

• Consult

• Blind Transfer

• Transfer

Answer explanation

Which of the following is the correct statement about Consult and Blind Transfer?

(There is more than 1 answer to this question)

• Consult – To transfer a caller to a specific ring group or specific agent who is available “after giving any background information about the customer inquiries”.

• Consult– To immediately transfer the caller to another ring group, agent, or external party without giving any background information about the customer inquiries

• Blind Transfer– To transfer a caller to a specific ring group or specific agent who is available “after giving any background information about the customer inquiries”.

• Blind Transfer– To immediately transfer the caller to another ring group, agent, or external party without giving any background information about the customer inquiries

Which of the followings are the correct icons for Transferring a call?

(There is more than 1 answer to this question)

• 
• 
• 

Which of the following is the correct icon for Consulting?

• 
• 
• 

Which of the following is the correct icon for a switchback call to the customer after putting the customer on hold while consulting with the superior?

• 
• 
• 

Which of the following are the correct ring groups for customers in Malaysia who choose the English language and inquiry about a refund?

• MY_CS_EN_RnR

• MY_PCS_EN_RnR

• SG_CS_EN_RnR

• SG_PCS_EN_RnR