This report provides an overall assessment of the candidate's suitability to perform the necessary skills for a contact center position. It measures the candidate's level of Computer Skills, Cognitive Skills, and Customer Service that are normally required in the role.
Overall Score An average of Computer Skills, Cognitive Skills, and Customer Service.
3.67
Computer Skills An evaluation of computer skills based on the simulation exercise.
An average of Computer Navigation and Keyboarding.
(4.00)
Cognitive Skills An evaluation of cognitive abilities based on the simulation exercise.
An average of Basic Mathematics, Memory, and Attention to Detail
(3.00)
Customer Service An evaluation of customer service essentials based on the simulation exercise.
SimulationPOP™ (SIM #LRF5LH7JYOVY for Sample Sample on October 5, 2022)
Page 2
Results
Computer Skills An evaluation of computer skills based on the simulation exercise.
Computer Navigation The simulation contains a number of situations where the candidate must demonstrate computer proficiency in order to proceed. These instances are scored independently and they are listed below.
Proper Location Identified:
Yes
Click on Proper Tabs:
Yes
Proper Store Hours:
No
Time taken to compelete this section (mm:ss): 0:14
Keyboarding The simulation is designed to test keyboarding in a real time environment.
There is sense of operating under pressure as a running time clock is presented throughout the simulation and it is highly visible to the candidate.
There is a clear keyboarding exercise where the skills are measured as follows:
Speed and accuracy when entering information using computer keyboard.(WPM=40; Accuracy=96%; #Errors=2; NWPM=36)
Time taken to compelete this section (mm:ss): 1:54
SimulationPOP™ (SIM #LRF5LH7JYOVY for Sample Sample on October 5, 2022)
Page 3
Results
Cognitive Skills An evaluation of cognitive abilities based on the simulation exercise.
Basic Mathematics There are number of math exercises in the simulation. Throughout the assessment, the candidate is tested on basic math computations and the time taken to complete them is measured and reported below.
Apply proper credit:
Yes
Calculate cost of Gold Package:
No
Calculate cost of Platinum Package:
No
Calculate new invoice amount with credit:
No
Total correct:
1/4
Time taken to compelete this section (mm:ss): 2:39
Memory The simulation measures the candidate's ability to remember and actively recall vital pieces of information during the client interaction.
Correct Client #:
Yes
Correct e-mail address:
Yes
Remembered Date from Introduction:
No
Total correct:
2/3
Time taken to compelete this section (mm:ss): 0:36
Attention to Detail The simulation measures the candidate's responses based on the retention of information and recognition of specific details throughout the customer interaction.
Identified whether client was eligible for promotion:
