Five9 Frogger

Froggy Jumps

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À propos de cette activité

A short Five9 quiz.

Créé par

Brianna

United States

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Five9 Frogger


Froggy Jumps Five9 FroggerVersion en ligne A short Five9 quiz. par Brianna 1 How many minutes do you get in wrap up after ending a call? a 6 Minutes b 7 Minutes c 8 Minutes 2 If you want to test the voice quality of your headset/microphone, what would you use? a Echo Call b Voice Check c Test Pulse 3 What mode should you put yourself in as a "pending state" before transferring a call so you have time to write your TN? a Training b Non Call Work mode c Projects 4 What is considered a Five9 tardy? a Logging into Five9 1 minute after shift start. b Logging into Five9 3 minutes or later than your shift start time. c Logging into Five9 before your shift starts. 5 To identify a claimant, how many pieces of PII do you need? a 1 b 2 c 3 6 What PII can you ask for to identify a claimant? a Zip Code, Email, Last 4 of Social b Zip Code, DOB, Last 4 of Social c Zip Code, DOB, Case ID 7 If a claimant calls and provides an incorrect ZIP code, are we allowed to proceed with the call as long as they correctly verify the last four digits of their Social Security number and their date of birth? a Yes b No c 8 What tab can you view your QA scores? a Call Tab b Home Tab c My Activity Tab 9 At the end of your shift, you should always use the End of Shift mode then completely log out of Five9. a True b False c 10 What is a warm transfer? a Transferring to a different department/person without speaking to them. b Transferring to a different department/person and speaking to them first. c 11 What is a cold transfer? a Transferring to a different department/person without speaking to them. b Transferring to a different department/person and speaking to them first. c 12 Even if there are no calls in queue at the end of the day, you should stay in Ready mode until the end of your shift. a True b False c 13 You cannot see how many calls are holding in queue. a True b False c 14 You will always transfer calls/cases that are marked Spanish to our Spanish queue. a True b False c

Vous pouvez intégrer le jeu dans un LMS compatible avec LTI 1.1 ou LTI 1.3 comme Canvas, Moodle ou Blackboard. Les scores seront ainsi automatiquement enregistrés dans le carnet de notes de la plateforme.

Five9 Frogger

Froggy Jumps

À propos de cette activité

Créé par

Téléchargez la version pour jouer sur papier

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Five9 FroggerVersion en ligne

par Brianna

How many minutes do you get in wrap up after ending a call?

If you want to test the voice quality of your headset/microphone, what would you use?

What mode should you put yourself in as a "pending state" before transferring a call so you have time to write your TN?

What is considered a Five9 tardy?

To identify a claimant, how many pieces of PII do you need?

What PII can you ask for to identify a claimant?

If a claimant calls and provides an incorrect ZIP code, are we allowed to proceed with the call as long as they correctly verify the last four digits of their Social Security number and their date of birth?

What tab can you view your QA scores?

At the end of your shift, you should always use the End of Shift mode then completely log out of Five9.

What is a warm transfer?

What is a cold transfer?

Even if there are no calls in queue at the end of the day, you should stay in Ready mode until the end of your shift.

You cannot see how many calls are holding in queue.

You will always transfer calls/cases that are marked Spanish to our Spanish queue.