FBLA HELP DESK TERMS
24 X 7 support - ANSWERS-Service desk services that are provided
24 hours a day, 7 days a week.
abandon rate percent - ANSWERS-The percentage of abandoned calls
compared to the total number of calls received.
abandoned call - ANSWERS-A call where the caller hangs up before
an analyst answers.
access management - ANSWERS-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 - ANSWERS-How easily the service desk can be reached
by service desk staff, other employees of the company, and customers.
ACD supervisor console - ANSWERS-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 - ANSWERS-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 - ANSWERS-When the listener participates in a
conversation and gives the speaker a sense of confidence that he or
she is being heard.
announcement system - ANSWERS-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 - ANSWERS-A comparison of an
analyst's resolution percent before and after attending training.
asset - ANSWERS-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 - ANSWERS-The process responsible for tracking
and reporting on the value and ownership of assets throughout their
life cycle.
automated attendant - ANSWERS-An ACD feature that routes calls
based on input provided by the caller through a touch-tone telephone.
automatic call distributor (ACD) - ANSWERS-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) - ANSWERS-A service
provided by a long distance service provider that delivers the
telephone number of the person calling.
available state - ANSWERS-An ACD state that occurs when an
analyst is ready to take calls.
availability - ANSWERS-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 - ANSWERS-The average length of time
required to handle a call
average speed of answer (ASA) - ANSWERS-The average time it
takes an analyst to pick up an incoming call
average wait time - ANSWERS-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 - ANSWERS-A computer user's representation of himself or
herself.
best-in-class - ANSWERS-A company that is the finest in its relative
industry peer group.
, best practice - ANSWERS-A proven way of completing a task to
produce a near optimum result.
blended call center - ANSWERS-A call center that receives incoming
calls and makes outgoing calls.
benchmarking - ANSWERS-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 - ANSWERS-The skills people need to work
successfully in the business world,
brainstorming - ANSWERS-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) - ANSWERS-A systematic
approach to improving an organization's business processes.
business relationship management - ANSWERS-The process
responsible for maintaining a good relationship between a service
provider and its customers.
baseline - ANSWERS-A metric used to show a starting point.
24 X 7 support - ANSWERS-Service desk services that are provided
24 hours a day, 7 days a week.
abandon rate percent - ANSWERS-The percentage of abandoned calls
compared to the total number of calls received.
abandoned call - ANSWERS-A call where the caller hangs up before
an analyst answers.
access management - ANSWERS-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 - ANSWERS-How easily the service desk can be reached
by service desk staff, other employees of the company, and customers.
ACD supervisor console - ANSWERS-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 - ANSWERS-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 - ANSWERS-When the listener participates in a
conversation and gives the speaker a sense of confidence that he or
she is being heard.
announcement system - ANSWERS-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 - ANSWERS-A comparison of an
analyst's resolution percent before and after attending training.
asset - ANSWERS-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 - ANSWERS-The process responsible for tracking
and reporting on the value and ownership of assets throughout their
life cycle.
automated attendant - ANSWERS-An ACD feature that routes calls
based on input provided by the caller through a touch-tone telephone.
automatic call distributor (ACD) - ANSWERS-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) - ANSWERS-A service
provided by a long distance service provider that delivers the
telephone number of the person calling.
available state - ANSWERS-An ACD state that occurs when an
analyst is ready to take calls.
availability - ANSWERS-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 - ANSWERS-The average length of time
required to handle a call
average speed of answer (ASA) - ANSWERS-The average time it
takes an analyst to pick up an incoming call
average wait time - ANSWERS-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 - ANSWERS-A computer user's representation of himself or
herself.
best-in-class - ANSWERS-A company that is the finest in its relative
industry peer group.
, best practice - ANSWERS-A proven way of completing a task to
produce a near optimum result.
blended call center - ANSWERS-A call center that receives incoming
calls and makes outgoing calls.
benchmarking - ANSWERS-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 - ANSWERS-The skills people need to work
successfully in the business world,
brainstorming - ANSWERS-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) - ANSWERS-A systematic
approach to improving an organization's business processes.
business relationship management - ANSWERS-The process
responsible for maintaining a good relationship between a service
provider and its customers.
baseline - ANSWERS-A metric used to show a starting point.
