All of the following are non-verbal cues EXCEPT:
A) Gaze
B) Gestures
C) Posture
D) Enunciation
ANSWER: D

Which of the following BEST describes the term ‘dropped calls’?
A) The number of calls rated below a certain level over a given period of time
B) The number of calls made rather than received by the helpdesk
C) The number of calls that are accidentally cut off by the helpdesk system between the caller and the helpdesk staff
D) The number of calls to the helpdesk that are wrong numbers
ANSWER: C

Which of the following is included in the call cycle time?
A) Closing the call and call logging
B) Diagnosing the problem and providing a solution
C) Break times, lunch and when the office is closed
D) A and B
ANSWER: B