Prometric Testing Interview Questions, Process, and Tips

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 foll...read more

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

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...read more

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 c

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

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

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

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

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

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