Key Terminology
Definition of LOB
Line of Business
True or False: If an Agent selects Discussion, it will be indicated in the Comments of the Insight within your own Insight tab
True
This where you can find the title name of each specific attribute being scored.
Indicator
Can you see the names of team members on the leaderboard?
NO you can't see it
Provide the score range tile name.
Poor
Fair
Good
Excellent
Definition of UAT
User Acceptance Testing
True of False: Acknowledge will set the Insight to Completed.
True
In My Scores Indicator Column Tab provide atleast three indicator name.
Conversational Skills
Professionalism
Repetition
Setting Expectations
Negotiation Skills
Minimal verbal Collision
Minimal Dead Air/ Hold
Background Noise
Rapport Building
Active Listening
Undersatnding
Filler Languange
Agent Approach - Tone/Pace
Agent Approach - Responses
Coaching Materials
Troubleshooting
Replacement/Return Shipping
Replacement Order
Customer Concerns
Additional Concerns
This is where agent platform provides information about the performance of agents in a team. The value for the selected score is shown.
Leaderboard
What's the score range of Poor Score Tile?
Minimum to 25
This is the name used for scoring the call.
Scorecard
Insights assigned to Recipients will show up in their own ______?
Insight Tab
Where can you find the comment for the specific indicator is shown.
Display Period Score
The value for the selected score is shown.
Display Period Score
What's the score range of Fair Score Tile?
Range: 25 to 50
This shows the score for that specific category.
Score Tile
What are the Two Ways to respond to Insights?
Click the button " Acknowledge "
Click the button " Discuss "
The comment for the selected comparison period is shown.
Comparison Period Score
The value for the selected comparison period score is shown.
Comparison Period Score
What's the score range of Good Score Tile?
Range: 50 to 75
Category incorrectly flags a behavior/phrase or event
False Positive
Bonus:
What's the mainline customer service TFN and HOO?
You may call us at 855-632-8658.
We're available 7 days a week, from 8AM to 8PM Eastern time, excluding holidays
This is the Difference between Displayed Period and Comparison Periods is provided. Decreasing values are represented in blue text, while increasing values are represented in green.
Variance
This is where the number of contacts fielded for the selected timeframe is shown.
Contact Count
What's the score range of Excellent Score Tile?
Range: 75 to Max