FBLA Help Desk TERMS
Question 1.
Service desk services that are provided 24 hours a day, 7 days a week.
ANSWER
24 X 7 support
Question 2.
The percentage of abandoned calls compared to the total number of calls received.
ANSWER
abandon rate percent
Question 3.
A call where the caller hangs up before an analyst answers.
ANSWER
abandoned call
Question 4.
The process responsible for granting authorized users the right to use a service in accordance with the company 's security policies,
while preventing access to non-authorized users.
ANSWER
access management
Question 5.
How easily the service desk can be reached by service desk staff, other employees of the company, and customers.
ANSWER
accessibility
Question 6.
A system that works with ACD systems and enables supervisors to monitor call volumes and the performance of individual service
desk analysts or groups of analysts.
ANSWER
ACD supervisor console
Question 7.
The term used to describe the symptoms such as discomfort and pain that a person may experience after hearing a loud, unexpected
sound via a telephone or headset
ANSWER
acoustic shock
, Question 8.
When the listener participates in a conversation and gives the speaker a sense of confidence that he or she is being heard.
ANSWER
active listening
Question 9.
Technology that greets callers when all service desk analysts are busy and can provide valuable information as customers wait on
hold.
ANSWER
announcement system
Question 10.
A comparison of an analyst's resolution percent before and after attending training.
ANSWER
application of training investments
Question 11.
Anything that contributes to the delivery of an IT service such as financial capital, people, hardware, software, network and
communication components, and information.
ANSWER
asset
Question 12.
The process responsible for tracking and reporting on the value and ownership of assets throughout their life cycle.
ANSWER
asset management
Question 13.
An ACD feature that routes calls based on input pro-vided by the caller through a touch-tone telephone.
ANSWER
automated attendant
Question 14.
Technology that answers a call and routes, or distributes, it to the next available analyst. If all analysts are busy, the ACD places the
call in a queue and plays a recorded message.
ANSWER
automatic call distributor (ACD)
, Question 15.
A service provided by a long distance service provider that delivers the telephone number of the person calling.
ANSWER
automatic number identification (ANI)
Question 16.
An ACD state that occurs when an analyst is ready to take calls.
ANSWER
available state
Question 17.
The length of time an analyst was signed on to the ACD compared to the length of time the analyst was scheduled to be signed on.
ANSWER
availability
Question 18.
The average length of time required to handle a call
ANSWER
average call duration
Question 19.
The average time it takes an analyst to pick up an incoming call
ANSWER
average speed of answer (ASA)
Question 20.
The average number of minutes a caller waits for an analyst after being placed in the queue by an ACD; also known as average
queue time.
ANSWER
average wait time
Question 21.
A computer user's representation of himself or herself.
ANSWER
avatar
Question 22.
A company that is the finest in its relative industry peer group.
ANSWER
best-in-class
, Question 23.
A proven way of completing a task to produce a near optimum result.
ANSWER
best practice
Question 24.
A call center that receives incoming calls and makes outgoing calls.
ANSWER
blended call center
Question 25.
The process of comparing the service desk's services, standardized metrics, and practices to those of a rival or world class company
in an effort to identify ways it can improve
ANSWER
benchmarking
Question 26.
The skills people need to work successfully in the business world,
ANSWER
business skills
Question 27.
A technique performed by a group of people and designed to generate a large number of ideas for solving a problem.
ANSWER
brainstorming
Question 28.
A systematic approach to improving an organization's business processes.
ANSWER
business process management (BPM)
Question 29.
The process responsible for maintaining a good re-lationship between a service provider and its customers.
ANSWER
business relationship management
Question 30.
A metric used to show a starting point.
ANSWER
baseline
Question 1.
Service desk services that are provided 24 hours a day, 7 days a week.
ANSWER
24 X 7 support
Question 2.
The percentage of abandoned calls compared to the total number of calls received.
ANSWER
abandon rate percent
Question 3.
A call where the caller hangs up before an analyst answers.
ANSWER
abandoned call
Question 4.
The process responsible for granting authorized users the right to use a service in accordance with the company 's security policies,
while preventing access to non-authorized users.
ANSWER
access management
Question 5.
How easily the service desk can be reached by service desk staff, other employees of the company, and customers.
ANSWER
accessibility
Question 6.
A system that works with ACD systems and enables supervisors to monitor call volumes and the performance of individual service
desk analysts or groups of analysts.
ANSWER
ACD supervisor console
Question 7.
The term used to describe the symptoms such as discomfort and pain that a person may experience after hearing a loud, unexpected
sound via a telephone or headset
ANSWER
acoustic shock
, Question 8.
When the listener participates in a conversation and gives the speaker a sense of confidence that he or she is being heard.
ANSWER
active listening
Question 9.
Technology that greets callers when all service desk analysts are busy and can provide valuable information as customers wait on
hold.
ANSWER
announcement system
Question 10.
A comparison of an analyst's resolution percent before and after attending training.
ANSWER
application of training investments
Question 11.
Anything that contributes to the delivery of an IT service such as financial capital, people, hardware, software, network and
communication components, and information.
ANSWER
asset
Question 12.
The process responsible for tracking and reporting on the value and ownership of assets throughout their life cycle.
ANSWER
asset management
Question 13.
An ACD feature that routes calls based on input pro-vided by the caller through a touch-tone telephone.
ANSWER
automated attendant
Question 14.
Technology that answers a call and routes, or distributes, it to the next available analyst. If all analysts are busy, the ACD places the
call in a queue and plays a recorded message.
ANSWER
automatic call distributor (ACD)
, Question 15.
A service provided by a long distance service provider that delivers the telephone number of the person calling.
ANSWER
automatic number identification (ANI)
Question 16.
An ACD state that occurs when an analyst is ready to take calls.
ANSWER
available state
Question 17.
The length of time an analyst was signed on to the ACD compared to the length of time the analyst was scheduled to be signed on.
ANSWER
availability
Question 18.
The average length of time required to handle a call
ANSWER
average call duration
Question 19.
The average time it takes an analyst to pick up an incoming call
ANSWER
average speed of answer (ASA)
Question 20.
The average number of minutes a caller waits for an analyst after being placed in the queue by an ACD; also known as average
queue time.
ANSWER
average wait time
Question 21.
A computer user's representation of himself or herself.
ANSWER
avatar
Question 22.
A company that is the finest in its relative industry peer group.
ANSWER
best-in-class
, Question 23.
A proven way of completing a task to produce a near optimum result.
ANSWER
best practice
Question 24.
A call center that receives incoming calls and makes outgoing calls.
ANSWER
blended call center
Question 25.
The process of comparing the service desk's services, standardized metrics, and practices to those of a rival or world class company
in an effort to identify ways it can improve
ANSWER
benchmarking
Question 26.
The skills people need to work successfully in the business world,
ANSWER
business skills
Question 27.
A technique performed by a group of people and designed to generate a large number of ideas for solving a problem.
ANSWER
brainstorming
Question 28.
A systematic approach to improving an organization's business processes.
ANSWER
business process management (BPM)
Question 29.
The process responsible for maintaining a good re-lationship between a service provider and its customers.
ANSWER
business relationship management
Question 30.
A metric used to show a starting point.
ANSWER
baseline
