FBLA Help Desk TERMS Questions
and Answers 100% Pass
24 X 7 support - ✔✔Service desk services that are provided 24 hours a day, 7 days a
week.
abandon rate percent - ✔✔The percentage of abandoned calls compared to the total
number of calls received.
abandoned call - ✔✔A call where the caller hangs up before an analyst answers.
access management - ✔✔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.
accessibility - ✔✔How easily the service desk can be reached by service desk staff, other
employees of the company, and customers.
ACD supervisor console - ✔✔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.
Katelyn Whitman, All Rights Reserved © 2025 1
,acoustic shock - ✔✔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
active listening - ✔✔When the listener participates in a conversation and gives the
speaker a sense of confidence that he or she is being heard.
announcement system - ✔✔Technology that greets callers when all service desk
analysts are busy and can provide valuable information as customers wait on hold.
application of training investments - ✔✔A comparison of an analyst's resolution percent
before and after attending training.
asset - ✔✔Anything that contributes to the delivery of an IT service such as financial
capital, people, hardware, software, network and communication components, and
information.
asset management - ✔✔The process responsible for tracking and reporting on the value
and ownership of assets throughout their life cycle.
automated attendant - ✔✔An ACD feature that routes calls based on input provided by
the caller through a touch-tone telephone.
Katelyn Whitman, All Rights Reserved © 2025 2
,automatic call distributor (ACD) - ✔✔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.
automatic number identification (ANI) - ✔✔A service provided by a long distance
service provider that delivers the telephone number of the person calling.
available state - ✔✔An ACD state that occurs when an analyst is ready to take calls.
availability - ✔✔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.
average call duration - ✔✔The average length of time required to handle a call
average speed of answer (ASA) - ✔✔The average time it takes an analyst to pick up an
incoming call
average wait time - ✔✔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.
avatar - ✔✔A computer user's representation of himself or herself.
best-in-class - ✔✔A company that is the finest in its relative industry peer group.
best practice - ✔✔A proven way of completing a task to produce a near optimum result.
Katelyn Whitman, All Rights Reserved © 2025 3
, blended call center - ✔✔A call center that receives incoming calls and makes outgoing
calls.
benchmarking - ✔✔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
business skills - ✔✔The skills people need to work successfully in the business world,
brainstorming - ✔✔A technique performed by a group of people and designed to
generate a large number of ideas for solving a problem.
business process management (BPM) - ✔✔A systematic approach to improving an
organization's business processes.
business relationship management - ✔✔The process responsible for maintaining a good
relationship between a service provider and its customers.
baseline - ✔✔A metric used to show a starting point.
beginning of day (BOD) - ✔✔A list of tasks an analyst performs at the start of each
workday.
biometrics - ✔✔Measurements of a person's physical characteristics such as a finger or
palm print, facial features, or features of a person's eye such as the retina or iris.
Katelyn Whitman, All Rights Reserved © 2025 4
and Answers 100% Pass
24 X 7 support - ✔✔Service desk services that are provided 24 hours a day, 7 days a
week.
abandon rate percent - ✔✔The percentage of abandoned calls compared to the total
number of calls received.
abandoned call - ✔✔A call where the caller hangs up before an analyst answers.
access management - ✔✔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.
accessibility - ✔✔How easily the service desk can be reached by service desk staff, other
employees of the company, and customers.
ACD supervisor console - ✔✔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.
Katelyn Whitman, All Rights Reserved © 2025 1
,acoustic shock - ✔✔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
active listening - ✔✔When the listener participates in a conversation and gives the
speaker a sense of confidence that he or she is being heard.
announcement system - ✔✔Technology that greets callers when all service desk
analysts are busy and can provide valuable information as customers wait on hold.
application of training investments - ✔✔A comparison of an analyst's resolution percent
before and after attending training.
asset - ✔✔Anything that contributes to the delivery of an IT service such as financial
capital, people, hardware, software, network and communication components, and
information.
asset management - ✔✔The process responsible for tracking and reporting on the value
and ownership of assets throughout their life cycle.
automated attendant - ✔✔An ACD feature that routes calls based on input provided by
the caller through a touch-tone telephone.
Katelyn Whitman, All Rights Reserved © 2025 2
,automatic call distributor (ACD) - ✔✔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.
automatic number identification (ANI) - ✔✔A service provided by a long distance
service provider that delivers the telephone number of the person calling.
available state - ✔✔An ACD state that occurs when an analyst is ready to take calls.
availability - ✔✔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.
average call duration - ✔✔The average length of time required to handle a call
average speed of answer (ASA) - ✔✔The average time it takes an analyst to pick up an
incoming call
average wait time - ✔✔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.
avatar - ✔✔A computer user's representation of himself or herself.
best-in-class - ✔✔A company that is the finest in its relative industry peer group.
best practice - ✔✔A proven way of completing a task to produce a near optimum result.
Katelyn Whitman, All Rights Reserved © 2025 3
, blended call center - ✔✔A call center that receives incoming calls and makes outgoing
calls.
benchmarking - ✔✔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
business skills - ✔✔The skills people need to work successfully in the business world,
brainstorming - ✔✔A technique performed by a group of people and designed to
generate a large number of ideas for solving a problem.
business process management (BPM) - ✔✔A systematic approach to improving an
organization's business processes.
business relationship management - ✔✔The process responsible for maintaining a good
relationship between a service provider and its customers.
baseline - ✔✔A metric used to show a starting point.
beginning of day (BOD) - ✔✔A list of tasks an analyst performs at the start of each
workday.
biometrics - ✔✔Measurements of a person's physical characteristics such as a finger or
palm print, facial features, or features of a person's eye such as the retina or iris.
Katelyn Whitman, All Rights Reserved © 2025 4
