IVR SRD Section 1-2.9
IVR Systems Knowledge Check
Test your knowledge about the Interactive Voice Response (IVR) system requirements and fun
Take the quiz to see how well you understand IVR systems and their best practices!
- Multiple choice and checkbox questions
- Assess your readiness for IVR-related tasks
- Learn interesting facts along the way
What are the additional languages in which customers have the may request IVR information? Select all that apply
Korean
Spanish
French
Japanese
Chinese
Vitnamese
Russian
German
How many concurrant sessions shall the IVR have the capability to support?
150
200
250
300
What key is used to transfer the call to an agent queue?
9
2
0
7
In the even there is an input error, how many times will the IVR all the caller to retry entries before rerouting the call to CSC?
Zero
Three
Two
Four
According to self service best practices, there shall be a ______ second pause for inter-digit entries.
Two
Three
Five
Four
Which one of the following holidays are call transfers to CSC disabled?
Labor Day
Veteran's Day
MLK Day
Christmas Eve
Whic of the following is the PO Box all other mail corresepondance should be mailed to that is not a payment?
PO Box 34562 Renton, WA 98057
PO Box 9813 Renton,WA 98057
PO Box 3478 Renton, WA 98057
PO Box 9814 Renton,Wa 98057
All callers that attempt to transfer to CSC outside of business hours or during WDSOT holidays will receive an option to schedule a call back. WSDOT has decided to remove this IVR system.
True
False
How many Expected Wait Time/ Marketing Hold custom messages are there?
Two
Five
Four
Three
IVR Account and Pin number may be alphanumberic?
True
False
Which of the following is are examples of ways customers can manage their account via the IVR system?
Process CPR
Make a one time payment
Close the Account
Check Account Balance
When is the blackout window in which credit and debit card payments are not allowed?
11:45pm-4:00am PST
11:45am-12:05pm PST
11:45pm-12:05am PST
11:45-12:00am PST
Which of the following are options for cuatomers utilizing the Toll Bill Main Menu of the IVR system?
Make a payment
Request a Good To Go! Application
Transfer to CSC in prerefered language
Get the LockBox mailing address
Which credit card is not accepted as a form of payment ?
Visa
Discover
Mastercard
American Express
None of the Above
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