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10+ Prometric Testing Interview Questions and Answers

Updated 12 Dec 2024
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Q1. How to prepare Forecasting and ScoreCard ?

Ans.

To prepare forecasting and scorecard, gather historical data, analyze trends, and use statistical models to predict future performance.

  • Gather historical data on relevant metrics

  • Analyze trends and patterns in the data

  • Use statistical models to predict future performance

  • Create a scorecard to track performance against goals

  • Regularly review and update the forecasting and scorecard based on new data and changes in business conditions

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Q2. Difference between Utilization and productivity ?

Ans.

Utilization is the amount of time a resource is used, while productivity is the amount of output produced in a given time.

  • Utilization measures the usage of resources, while productivity measures the output produced by those resources.

  • Utilization is a measure of efficiency, while productivity is a measure of effectiveness.

  • Utilization can be improved by reducing idle time, while productivity can be improved by increasing output per unit of time.

  • For example, a call center agent ...read more

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Q3. What is the port number of DNS, DHCP, active directory

Ans.

DNS - 53, DHCP - 67/68, Active Directory - 389

  • DNS port number is 53

  • DHCP port numbers are 67 and 68

  • Active Directory port number is 389

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Q4. If internet goes down what you will check first

Ans.

I would check the network connection, router settings, and contact the internet service provider.

  • Check network connection on the device

  • Verify router settings and restart if necessary

  • Contact internet service provider for outage information

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Q5. Definition & Formula of WFM Metrics ?

Ans.

WFM metrics are key performance indicators used to measure the efficiency and effectiveness of workforce management processes.

  • WFM metrics include service level, occupancy, adherence, forecast accuracy, and shrinkage.

  • Service level measures the percentage of calls answered within a certain time frame.

  • Occupancy measures the percentage of time agents are actively handling contacts.

  • Adherence measures how closely agents follow their schedules.

  • Forecast accuracy measures the accuracy...read more

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Q6. What you will do if domain controller goes down

Ans.

I will troubleshoot the issue, check for backups, and work on restoring the domain controller.

  • Troubleshoot the issue to identify the root cause

  • Check for backups and restore if available

  • Work on restoring the domain controller to bring it back online

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Q7. How you will do the housekeeping of server

Ans.

Housekeeping of servers involves regular maintenance tasks to ensure optimal performance and security.

  • Regularly update software and firmware to patch security vulnerabilities

  • Monitor server performance and address any issues promptly

  • Clean up unnecessary files and logs to free up disk space

  • Implement backup and disaster recovery plans to prevent data loss

  • Document server configurations and changes for future reference

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Q8. Find AHT from given scenario ?

Ans.

AHT calculation from given scenario

  • Identify the total talk time and total hold time for a given period

  • Add the total talk time and total hold time

  • Divide the result by the total number of calls handled during the period

  • The resulting value is the AHT for the given period

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Q9. What is the work of ping command

Ans.

Ping command is used to test the reachability of a host on an IP network.

  • Ping sends ICMP echo request packets to the target host

  • It waits for the host to respond with an ICMP echo reply

  • Ping measures the round-trip time for the packets to reach the host and come back

  • It can also show packet loss and network latency

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Q10. In which technology you are best

Ans.

I am best in troubleshooting hardware and software issues, network configurations, and providing technical support to end users.

  • Troubleshooting hardware and software issues

  • Network configurations

  • Providing technical support to end users

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Q11. What is service level and factors involving same.

Ans.

Service level is a key performance indicator that measures the percentage of calls answered within a specified time frame.

  • Service level is typically expressed as a percentage, such as 80% of calls answered within 20 seconds.

  • Factors affecting service level include call volume, staffing levels, average handle time, and scheduling efficiency.

  • Improving service level often involves optimizing workforce management strategies, such as adjusting staffing levels or implementing call r...read more

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Q12. Difference between occupancy and utilisation?

Ans.

Occupancy refers to the percentage of time agents are busy on calls, while utilisation refers to the percentage of time agents are available to take calls.

  • Occupancy is the ratio of time spent on calls to total logged-in time, while utilisation is the ratio of time spent on calls to total available time.

  • Occupancy is a measure of how efficiently agents are being utilized, while utilisation is a measure of how effectively agents are being utilized.

  • For example, if an agent spends...read more

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