FBLA HELP DESK COMPETITIVE EVENT
TEST PAPER QUESTIONS AND SOLUTIONS
VERIFIED ANSWERS
●● 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
,Answer: 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
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
TEST PAPER QUESTIONS AND SOLUTIONS
VERIFIED ANSWERS
●● 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
,Answer: 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
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
