FBLA Help Desk TERMS Final Exam
Questions Fully Solved.
24 X 7 support - Answer Service desk services that are provided 24 hours a day, 7 days a week.
abandon rate percent - Answer The percentage of abandoned calls compared to the total
number of calls received.
abandoned call - Answer A call where the caller hangs up before an analyst answers.
access management - Answer 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 - Answer How easily the service desk can be reached by service desk staff, other
employees of the company, and customers.
ACD supervisor console - Answer 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.
acoustic shock - Answer 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 - Answer When the listener participates in a conversation and gives the
speaker a sense of confidence that he or she is being heard.
announcement system - Answer 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 - Answer A comparison of an analyst's resolution percent
before and after attending training.
,asset management - Answer The process responsible for tracking and reporting on the value
and ownership of assets throughout their life cycle.
automated attendant - Answer An ACD feature that routes calls based on input provided by
the caller through a touch-tone telephone.
automatic call distributor (ACD) - Answer 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) - Answer A service provided by a long distance service
provider that delivers the telephone number of the person calling.
available state - Answer An ACD state that occurs when an analyst is ready to take calls.
availability - Answer 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 - Answer The average length of time required to handle a call
average speed of answer (ASA) - Answer The average time it takes an analyst to pick up an
incoming call
average wait time - Answer 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 - Answer A computer user's representation of himself or herself.
best-in-class - Answer A company that is the finest in its relative industry peer group.
best practice - Answer A proven way of completing a task to produce a near optimum result.
blended call center - Answer A call center that receives incoming calls and makes outgoing
calls.
, business skills - Answer The skills people need to work successfully in the business world,
brainstorming - Answer 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) - Answer A systematic approach to improving an
organization's business processes.
business relationship management - Answer The process responsible for maintaining a good
relationship between a service provider and its customers.
baseline - Answer A metric used to show a starting point.
beginning of day (BOD) - Answer A list of tasks an analyst performs at the start of each
workday.
biometrics - Answer 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.
call center - Answer place where telephone calls are made or received in high volume for one
or more customers.
channels - Answer Routes of communication to and from the help desk, such as the
telephone, voice mail, e-mail, and the Web.
customer satisfaction - Answer The difference between how a customer perceives he or she
was treated and how the customer expects to be treated.
customer service - Answer Services that ensure customers receive maximum value for the
products or services they purchase.
customer support - Answer Services that help a customer understand and benefit from a
product's capabilities by answering questions, solving problems, and providing training.
Questions Fully Solved.
24 X 7 support - Answer Service desk services that are provided 24 hours a day, 7 days a week.
abandon rate percent - Answer The percentage of abandoned calls compared to the total
number of calls received.
abandoned call - Answer A call where the caller hangs up before an analyst answers.
access management - Answer 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 - Answer How easily the service desk can be reached by service desk staff, other
employees of the company, and customers.
ACD supervisor console - Answer 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.
acoustic shock - Answer 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 - Answer When the listener participates in a conversation and gives the
speaker a sense of confidence that he or she is being heard.
announcement system - Answer 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 - Answer A comparison of an analyst's resolution percent
before and after attending training.
,asset management - Answer The process responsible for tracking and reporting on the value
and ownership of assets throughout their life cycle.
automated attendant - Answer An ACD feature that routes calls based on input provided by
the caller through a touch-tone telephone.
automatic call distributor (ACD) - Answer 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) - Answer A service provided by a long distance service
provider that delivers the telephone number of the person calling.
available state - Answer An ACD state that occurs when an analyst is ready to take calls.
availability - Answer 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 - Answer The average length of time required to handle a call
average speed of answer (ASA) - Answer The average time it takes an analyst to pick up an
incoming call
average wait time - Answer 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 - Answer A computer user's representation of himself or herself.
best-in-class - Answer A company that is the finest in its relative industry peer group.
best practice - Answer A proven way of completing a task to produce a near optimum result.
blended call center - Answer A call center that receives incoming calls and makes outgoing
calls.
, business skills - Answer The skills people need to work successfully in the business world,
brainstorming - Answer 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) - Answer A systematic approach to improving an
organization's business processes.
business relationship management - Answer The process responsible for maintaining a good
relationship between a service provider and its customers.
baseline - Answer A metric used to show a starting point.
beginning of day (BOD) - Answer A list of tasks an analyst performs at the start of each
workday.
biometrics - Answer 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.
call center - Answer place where telephone calls are made or received in high volume for one
or more customers.
channels - Answer Routes of communication to and from the help desk, such as the
telephone, voice mail, e-mail, and the Web.
customer satisfaction - Answer The difference between how a customer perceives he or she
was treated and how the customer expects to be treated.
customer service - Answer Services that ensure customers receive maximum value for the
products or services they purchase.
customer support - Answer Services that help a customer understand and benefit from a
product's capabilities by answering questions, solving problems, and providing training.
