PureCloud Post-Training Assessment (ASR/VIP/CHAT)
Name: 


  1. Rate your ability to perform the following tasks in PureCloud (Calls)

            1 2 3 4 5 6 7 8 9 10      
      Logging in, be ready to receive interactions Poor Excellent  
      Use Aux Codes correctly (break, lunch, meeting) Poor Excellent  
      Answer calls Poor Excellent  
      Pause-resume when taking payments Poor Excellent  
      Transfer to Secure Payment Poor Excellent  
      Transfer to another group Poor Excellent  
      Transfer to specific agents Poor Excellent  
      Transfer to IVR Poor Excellent  
      Handle a schedule callback Poor Excellent  
      Initiate a callback Poor Excellent  
      End calls - send to survey Poor Excellent  
      End calls - wrap up codes Poor Excellent  
      CTI POP: View Associate/Customer IVR selections Poor Excellent  
      CTI POP: View Associate/Customer Information Poor Excellent  
      CTI POP: Main Screen Poor Excellent  
      CTI POP: Use Quick Links Poor Excellent  
      CTI POP: Change language Poor Excellent  
      Screen share (Co-browse) with Associates/customers Poor Excellent  
      Use Non-ACD Chat to chat with Supervisor/Peers Poor Excellent  


  1. Rate your ability to perform the following tasks in PureCloud (Chat)

            1 2 3 4 5 6 7 8 9 10      
      Receive/answer a chat Poor Excellent  
      Differentiate a chat vs a call interaction Poor Excellent  
      Issues that can or can't be handled over chat Poor Excellent  
      Transferring a chat Poor Excellent  
      Ending a chat Poor Excellent  
      Use canned responses (templates) Poor Excellent  
      Screen share (co-browse) Poor Excellent  
      Handling 2 chats at once Poor Excellent  


  1. Rate your ability to perform the following tasks in PureCloud (Email)

            1 2 3 4 5 6 7 8 9 10      
      Receive/reply to an ACD email Poor Excellent  
      Send a new Non-ACD email Poor Excellent  
      Differentiate an email vs chat or call interaction Poor Excellent  
      Issues that can or can't be handled over email Poor Excellent  
      Format text on an email message Poor Excellent  
      Attach and view images Poor Excellent  
      Use email canned responses Poor Excellent  
      Transferring ACD emails (i.e. to Customer Service) Poor Excellent  
      Forwarding to a distribution list (i.e. to Treasury) Poor Excellent  


  1. Rate how well you understand the features/options of the IVR and your ability to explain them to Associates

            1 2 3 4 5 6 7 8 9 10      
      ONE number: 866-44-8732 for everything Poor Excellent  
      Spanish option for all at the beginning  Poor Excellent  
      Main Menu options Poor Excellent  
      Caller authentication Poor Excellent  
      How to reach Associate Support Poor Excellent  
      How to reach an Enrollments agent Poor Excellent  
      How to reach a Commercial agent Poor Excellent  
      How to reach a Wireless agent Poor Excellent  
      How to pay bills through the IVR Poor Excellent  
      Virtual Hold (save your plance in line, we'll call your back)) Poor Excellent  


  1. Rate your understanding and ability to use these functions within PureCloud:

            1 2 3 4 5 6 7 8 9 10      
      Review your stats and metrics (today's) Poor Excellent  
      Review your stats and metrics (historical) Poor Excellent  
      Review your schedule Poor Excellent  
      Review your QA monitors Poor Excellent  


  1. Is there something in particular about PureCloud that you feel you need to learn that was not reviewed in training?





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