Behind the Numbers/Metrics
Projects
Chat
Operations
Miscellaneous
100
What is the containment rate for Credit Cards?
60
100
What is the total number of projects worked on in March?
90
100
What is the objective of current CHAT programs?
Increase Sales
100
What was March and how did the D2D Contribute?
Fraud Prevention Month & loaded Education Messages in CC & EDB
100
What was March and how did the D2D Contribute?
Fraud Prevention Month & Education Messages in CC & EDB
200
The LEI for EasyLine is trending.....
Below target
200
Which project was recently implemented that spanned north and south of the border?
Merchant Services IVR
200
Chat is enabled for what lines of business?
TDI, TDCT, SBB (TDB)
200
How many Incidents were managed in March?
10
200
What day is observed on March 08th?
International Women's Day
300
Which anniversary was observed by TD AMCB in February?
10 year Anniversary with TDBFG!!
300
What investment in innovation has the IVR Call Routing Chat Team driven?
Biometrics Chat
300
What customer information is exchanged on Chat ?  
None,  chat is currently unauthenticated
300
What phase is the Biometrics project in?
Planning
300
What does WCM stand for?
Web Content Management
400
What is the containment rate for the US IVR in March without the Real People Prompter?
86
400
How many new options were added as part of the Offshore Simplification Project?
2
400
What is the service model for chat – are agents dedicated?  
No, current chat programs have multi-skilled agents, handling email, text etc.
400
How many skills can a Voyageur agent staff at once?
20
400
TD was the first major Canadian Bank to offer what?
SMS
500
How many new TDI Project requests did we receive in March?
12
500
How many calls does RCS handle per year?
4-5 million
500
What type of online assist projects are currently in headwinds?   
Chat, Co-browse, Screen Sharing
500
How many auto disclosure .wav files were loaded in March?
41
500
What are the 4 C's?
Comfort Complete Customer Journey Community Culture
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