7/13/25, 11:37
AM
HDI SUPPORT CENTER ANALYST EXAM QUESTIONS
WITH ALL CORRECT DETAILED ANSWERS A+ PASS
LATEST UPDATE VERSION 2025
Terms in this set (65)
ABA Abandon Before Answer (caller hung
up before call was answered)
ACW After Call Work -- quantity of time
spent processing notes after call is
over
ACD Automated Call Distribution --
system that automates process
of distributing call load
Automated Voice software that moves the caller
through voice recognition elements
Availability total time an analyst is logged in and
available to take calls
What does Measures individual and call center
Availability productivity.
measure?
1/
15
, 7/13/25, 11:37
AM
AHT (Average Average Handle Time --
Handle Time) quantity of time spent on an
individual phone call Talk
Time + After Call Work =
Average Handle Time
What Talk Time + After Call Work = Average
determines AHT Handle Time
(Average
Handle Time)?
(X + Y = AHT)
AHT (Average the average amount of time a
Hold Time) customer has to hold after the
analyst answers (not counting
wait time)
What is Average Need for staffing and when/how to
Hold Time used schedule
for?
ASA Average Speed to Answer -- time that
passes before analyst answers phone
Measures individual and
Balanced organizational function. Based
Scorecard on financial, customer,
2/
15
AM
HDI SUPPORT CENTER ANALYST EXAM QUESTIONS
WITH ALL CORRECT DETAILED ANSWERS A+ PASS
LATEST UPDATE VERSION 2025
Terms in this set (65)
ABA Abandon Before Answer (caller hung
up before call was answered)
ACW After Call Work -- quantity of time
spent processing notes after call is
over
ACD Automated Call Distribution --
system that automates process
of distributing call load
Automated Voice software that moves the caller
through voice recognition elements
Availability total time an analyst is logged in and
available to take calls
What does Measures individual and call center
Availability productivity.
measure?
1/
15
, 7/13/25, 11:37
AM
AHT (Average Average Handle Time --
Handle Time) quantity of time spent on an
individual phone call Talk
Time + After Call Work =
Average Handle Time
What Talk Time + After Call Work = Average
determines AHT Handle Time
(Average
Handle Time)?
(X + Y = AHT)
AHT (Average the average amount of time a
Hold Time) customer has to hold after the
analyst answers (not counting
wait time)
What is Average Need for staffing and when/how to
Hold Time used schedule
for?
ASA Average Speed to Answer -- time that
passes before analyst answers phone
Measures individual and
Balanced organizational function. Based
Scorecard on financial, customer,
2/
15
