CCMA Trivia

Create an engaging and informative image representing a call center environment, featuring agents working with computers, charts displaying performance metrics, and a supportive team atmosphere to convey the importance of knowledge and efficiency in operations.

CCMA Knowledge Challenge

Test your knowledge on the essential codes and protocols used by the BayCare system! This quiz is designed to assess your understanding of key concepts and procedures that play a vital role in call center operations.

Join us to learn and have fun! Here are a few topics covered in the quiz:

Non-BayCare system issues
Adjustments for breaks and lunches
Contact points for technical issues

9 Questions2 MinutesCreated by EngagingAgent321

What code is used when agent has Non-BayCare system issues?

Unscheduled PTO (UPTO)

Computer Problem

Computer Problem Logged-Out

Unpaid Time Off (UTO)

Who do you contact for Cisco Finesse Issues?

Open Ticket with CCO

Open Ticket with Telecom

Open Ticket with IS

Call 1-800-Baycare

What determines the Service Level?

Answering 80% of calls with in 20 seconds

Calculate AHT x ASA

Abandoned call percent x calls received

Staffing

You can run this report in Webstation. Select all that apply.

Peripheral Skill Report

Time Utilization Report

Analysis Report

CCMA Trivia

CCMA Knowledge Challenge

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