CCMA Trivia
CCMA Knowledge Challenge
Test your knowledge on the essential codes and protocols used by the BayCare system! This quiz is designed to assess your understanding of key concepts and procedures that play a vital role in call center operations.
Join us to learn and have fun! Here are a few topics covered in the quiz:
- Non-BayCare system issues
- Adjustments for breaks and lunches
- Contact points for technical issues
What code is used when agent has Non-BayCare system issues?
Unscheduled PTO (UPTO)
Computer Problem
Computer Problem Logged-Out
Unpaid Time Off (UTO)
CCO can adjust breaks and lunches for extended meetings
False
True
Where do you go to view all agents schedules?
RTA
Schedule Viewer
Adherence Report
Schedule Change
What is CCO's email address?
ContactCenterOptimizationMailbox1@Baycare.org
Contactcenteroptimizationmailbox@baycare.org
ContactCenterOptimizationMailbox@Baycare.org
ContactCenterOptimizationMail@Baycare.org
Who do you contact for Cisco Finesse Issues?
Open Ticket with CCO
Open Ticket with Telecom
Open Ticket with IS
Call 1-800-Baycare
What determines the Service Level?
Answering 80% of calls with in 20 seconds
Calculate AHT x ASA
Abandoned call percent x calls received
Staffing
An agent can work OT during a holiday week.
True
False
You can run this report in Webstation. Select all that apply.
Peripheral Skill Report
Login - Logout Report
Time Utilization Report
Analysis Report
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