Help Desk Chapter 3

Urgency

A measure of how long it will be until an incident has a significant impact on the business.

Ticket

A record stored in a database that contains the details of a customer contact.

Which kind of transfer might be appropriate if the analyst quickly realizes that the customer has dialed the wrong telephone number?

Cold transfer

Script

A standard set of text and behaviors.

Announcement System

A technology that greets callers when all service desk analysts are busy and can provide valuable information such as answers to routine questions or promotional information as customers wait on hold.

Workaround

A temporary way to circumvent or minimize the impact of an incident. Temporary fix.

Automated Attendant

An ACD feature that routes calls based on input provided by the caller through a touch-tone telephone.

What kind of transfer is synonymous with a conference call?

Hot transfer

Computer Telephony Integration (CTI)

Links computing technology with telephone technology to exchange information and increase productivity.

Impact

The effect an incident is having on the business.

Which is true about Voice over Internet Protocol (VoIP)?

VoIP does make it easy for companies to link local service desks and analysts working at home.

Screen Pop

When information about the caller appears or pops up on an analyst's monitor based on caller information captured by the telephone system and passed to a computer system.

Skills-based Routing (SBR)

An ACD feature that matches the requirements of an incoming call to the skill sets of available analysts.

According to the 2009 Help Desk Institute survey, what percentage of its membership indicated that customers request services through the telephone?

98%

Voice Mail

Automated form of taking messages from callers.

Fax

Electronic device that sends or receives printed matter or computer images.

A workaround is considered the final resolution to an incident; once it is implemented, and the customer is happy, the call should be closed.

False

Which is appropriate when a customer asks to speak to an analyst who is unavailable?

Inform the customer that the analyst is unavailable and ask if you may help the customer.

Voice Response Unit (VRU) or Interactive Response Unit (IVRU)

Integrates with another technology such as a database or a network management system to obtain information or to perform a function.

Queue

Is simply a line.

Off-The-Shelf Products

Personal computer software products that are developed and distributed commercially.

Recording Systems

Record and play back telephone calls.

Available State

The analyst is ready to take calls.

Target Resolution Time

The time frame within which the support organization is expected to resolve an incident.

Off-the-shelf products are personal computer products that are developed and distributed commercially.

True

Most companies have policies for using ____ mode, a feature that prevents the ACD from routing a new inbound call to an analyst's extension before he or she is ready.

Wrap-up

Best Effort

You do your best to assist the customer within a predefined set of boundaries such as a time limit.

What does the acronym ACD stand for?

Automatic Call Distributor

Which kind of transfer might be appropriate if there is a backlog of incoming calls in the queue?

Warm transfer

Priority

The category that defines the relative importance of an incident based on its impact and urgency.