Team 1
0
Team 2
0
Teams
Name
Score
1
2
3
4
5
6
7
8
9
10
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×
seesaw
Swap points!
Oops!
×
shark
Other team loses 10 points!
Okay!
×
gift
Win 25 points!
Okay!
×
baam
Lose 25 points!
Oops!
15
×
A person who answers customer calls (customer service representative).
Agent
Oops!
Check
Okay!
Check
15
×
A technology that converts spoken language into text and can automate parts of a call.
Automatic Speech Recognition (ASR)
Oops!
Check
Okay!
Check
15
×
An agent who handles both inbound and outbound calls.
Blended Agent
Oops!
Check
Okay!
Check
×
seesaw
Swap points!
Oops!
×
rocket
Go to first place!
Okay!
×
gift
Win 25 points!
Okay!
×
banana
Go to last place!
Oops!
15
×
The time an agent spends speaking with a customer (not including hold or after-call work).
Average Talk Time
Oops!
Check
Okay!
Check
15
×
The current state of an agent (busy, idle, available, wrap, etc.).
Agent Status
Oops!
Check
Okay!
Check
15
×
A system that automatically answers incoming calls and directs them to the best available agent while tracking performance.
Automatic Call Distributor (ACD)
Oops!
Check
Okay!
Check
15
×
A call that is ended by the customer before speaking to an agent.
Abandoned Call
Oops!
Check
Okay!
Check
15
×
The total time an agent spends handling a customer interaction from start to finish.
Average Handling Time (AHT)
Oops!
Check
Okay!
Check
×
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Review
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