The Horizon (Monitoring)
The onshore channels are integrated by
What is #wfm_t3_rta, #wfm_vip_and_tns_rta, #phx-attendance-callout, #phxattendance, #wfm_Mexico_city_rta, #cdmxattendance
The very first, non-essential type of agent activity you should cancel if a volume spike is coming.
What is NPT (Non-Productive Time) / Offline activities?
When Service Level suddenly plummets out of nowhere, this is the very first thing you should check to see if it’s a platform-wide issue.
What is an Outage / Technical Incident?
According to the historic, mysterious test row in our evaluation file, these cosmic objects dictate agent behavior.
What are the stars and zodiac signs?
This visual tool allows us to see staffing surpluses and deficits across specific half-hour blocks.
What is a Staffing Heatmap?
The act of taking an agent trained in multiple queues and moving them to the one currently failing.
What is Dual-Skilling (or Allocation shifting)?
If an outage occurs, you should immediately check these two specific communication channels.
What are the Urgent Channel and Urgent Support?
The ultimate, most drastic way to solve a volume spike is to do this to the entire workforce.
What is "Fire everyone"?
According to the team's data, we should monitor these indicators to anticipate a drop in the next 1–2 intervals.
What are Forecast vs. Actual data or live queue performance?
True or False: If Net Staffing is exactly 0, we can safely leave agents in meetings.
What is False? (Zero net staffing leaves no room for error!)
If vendors are failing their queues, you should instantly check in with this specific channel hub.
What is the Command Center channel?
The three-step emotional coping mechanism suggested by more tenure teammates when SL drops. (mention one at least)
What is Cry, What Beg to a god, and Unalive myself?
This specific tool allows us to check live queue performance compared directly against "last week."
What is Amazon Connect?
To prevent teammates from hanging out in the wrong states, RTAs must actively monitor these two agent behavior metrics.
What are OOA (Out of Adherence) and high AHT (Average Handle Time)?
In-house queues are crashing. Name the two internal location channels you should audit immediately according to team protocols.
What are WFM T3 Mex and PHX?
Who is Travis, Garrett, George.
When moving agents across Lines of Business (LOB) to mitigate a spike, you must always verify this data point first so you don't break the helping queue.
What is the forecast/staffing status of the helping LOB?
The definitive, absolute first 3 actions in order when SL drops and the oldest call is rising.
What are 1. Audit/Pull Agent States, 2. Check for Outages, 3. Escalate/Flag to Command Center? (Aligns directly with your new Compass Playbook!)
The exact favorite color of the boss, the favorite Adrian singer/performer and the unit of measure Jake measures integrity
What is Pink, Lady Gaga, mg?