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Question
Which call center metric determines the percentage of callers who hang up while waiting for their call to be answered?A.Abandon rate
B.Lost calls
C.Missed rate
D.Failure to answer rate (FAR)
Answer
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Related questions
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What is the difference between virtual reality and CAVEs?
A.CAVEs area more advanced type of virtual reality that allow you to interact with remote, but real, people
B.Virtual reality allows you to interact with people (e.g., playing games); CAVEs provide holographic characters
C.Virtual reality provides props or objects in the environment; CAVEs provides pictures through the use of a headset
D.CAVEs are used primarily for training and instruction; virtual reality is primarily for entertainment
Q:
What is a CAVE?
A.A simulation device used to train and instruct special forcers in the climbing, firefighting, and search and rescue industry
B.A three-dimensional computer simulation in which you can actively and physically participate
C.A virtual reality room that can display images and other people from other CAVEs
D.An advanced and secured communication system used for extremely sensitive data
Q:
What type of equipment can be used in a virtual reality environment?
A.Glove
B.Glove and Headset
C.Walker
D.Glove, Headset, and Walker
Q:
What is the term used when intermediate business partners in traditional distribution channels are bypassed?
A.Direct manufacturing
B.Consumer directed production
C.Disintermediation
D.Uninterrupted, consumer driven, manufacturing
Q:
What is Software-as-a-service (SaaS)?
A.A type of intelligent bot
B.A company who specializes in software development
C.Software that you pay for its use; the more often you use it the more often you pay
D.Software that performs some service for you; for instance; locating information on the Internet
Q:
_____ allows you to send voice over the Internet and avoid toll charges.
Q:
_____ systems capture spoken words and distinguish them to form sentences.
Q:
_____ technology forces the user to look for, request, and find what they want.
Q:
_____ occurs when the ASR system matches your spoken phonemes to a phoneme sequence stored in an acoustic model database.
Q:
ASR permits you to speak in a normal voice.
Q:
There are different levels of uncertainty when faced with ethical decisions; each creates a sort of ring around the dilemma. What is true of the inside level or ring?
A.Choices or decisions regarding the ethical dilemma become harder to make; uncertainty is high
B.You are more certain of what is right or wrong; decisions become easier to make
C.Illegal and/or unethical behavior become less tolerated by society
D.Choices become harder to make and illegal and/or unethical behavior less tolerated
Q:
There are two fundamental factors that determine you're your ethical reaction to dilemmas. What is the other one?
A.Laws
B.Your maturity level
C.The circumstances surrounding the dilemma
D.Your maturity level and educational background
Q:
A(n) _____ consists of one line of information for every visitor to a Web site and is usually stored on a Web server.
Q:
_____ use physical characteristics to assess access rights.
Q:
With respect to the circumstances that surround making an ethical decision, your perception of what society thinks of your intended action is called _____.
Q:
_____ is a program, when installed on a computer, records every keystroke and mouse click.
Q:
_____ is the legal protection afforded an expression of an idea, such as a song, video game, and some types of proprietary documents.
Q:
_____ is intangible creative work that is embodied in physical form.
Q:
Spam can be perfectly blocked by using filters.
Q:
One way you can sometimes separate legitimate e-mails from phishing e-mails is to examine the addresses closely.
Q:
Phishing is often used to steal identities online.
Q:
Copyright statements vary in their details. For example, some allow installation on multiple machines and some don't.
Q:
Anonymous Web browsing (AWB) service gives your identity to the Web sites you visit.
Q:
A Web log consists of one line of information for every visitor to a Web site and is usually stored on a Web server.
Q:
Spyware is software that comes hidden in free downloadable software and collects information about you and your computer and reports it to someone without your permission.
Q:
What says that you may use copyrighted material in certain situations for example, in the creation of new work or, within certain limits, for teaching purposes?A.EthicsB.Intellectual propertyC.CopyrightD.Fair Use Doctrine
Q:
Which of the following records logons and deletions?
A.Key logger
B.Packet sniffer
C.Log analysis tools
D.Screen captures
Q:
Which of the following examines information passing through network switches, hubs, or routers?
A.Key logger
B.Packet sniffer
C.Log analysis tools
D.Screen captures
Q:
When you purchase copyrighted software, what actually are you paying for?
A.The cost of the CDs
B.The cost of the CDs, manuals, and the cost of the software development
C.A share of the cost of software development
D.The right to use it
Q:
What type of computer virus finds your email contacts and sends itself to those accounts?
A.Worms
B.Script kiddies
C.Denial-of-service attack
D.Online blackmail