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The Agent’s Handbook Quiz

Know the Agent’s Handbook like the back of your hand? Find out by answering the questions below. Please read all possible answers before picking the right one!
  • 1

    When you need to step away from your computer, what can you do so as not to miss any chats?

     
  • 2

    When you’ve started your shift, but there are no chats coming your way, what should you check?

     
  • 3

    When you switch to not accepting chats, you can still:

     
  • 4

    When you notice you’ve missed some chats, what do you need to check?

     
  • 5

    Which piece of information from your Agent profile will not be displayed to the customers?

     
  • 6

    When you log into LiveChat, can you immediately start receiving chats?

     
  • 7

    What is the best place to check which members of your team are accepting chats?

     
  • 8

    You can start looking for an answer while the customer is still typing out their question, because:

     
  • 9

    What can you do in the Traffic section?

     
  • 10

    What will make you quick and precise in chats?

     
  • 11

    If you scroll up an ongoing chat you can see:

     
  • 12

    What can you do to make communication more personal?

     
  • 13

    When you need to transfer a chat to another agent you should:

     
  • 14

    Which of these should you save as canned responses?

     
  • 15

    When you know you’ll need a moment to check something for the customer you should:

     
  • 16

    Why might the data viewable within the Chat section be useful when dealing with visitors?

     
  • 17

    If I want to categorize the chat I’ve just had, I’ll need to:

     
  • 18

    If I want to end a chat, I’ll need to:

     
  • 19

    If you and your colleagues are at capacity with ongoing chats, the incoming chats will land in:

     
  • 20

    If a customer comes with a more complicated issue and you’re not able to help them on the spot, you should:

     

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