METRICS
CALL AVOIDANCE
FLEXIBLE LUNCH/ ENHANCED FTO
ATTENDANCE
TECH ISSUES
100

HOW MANY METRIC CATEGORIES ARE THERE?

4 CATEGORIES 

100

WHAT IS CALL AVOIDANCE? 

When an employee purposefully, in a persistent and deliberate way, exhibits a negative behavior trend that impacts their ability to take calls.

100

WHAT ARE THE TWO ACTIVITIES YOU NEED TO UPDATE YOUR SCHEDULE WITH WHEN USING THE FLEXIBLE LUNCH OPTION? 

LOG-ON LUNCH ADJUSTMENT 

LOG-OFF LUNCH ADJUSTMENT 

100

HOW LONG DOES IT TAKE FOR AN INCIDENT POINT TO ROLL OFF YOUR TIME TRACKER? 

3 MONTHS 

100
What aux code do you use when you have tech issues? 

Aux 4 

200

WHAT ARE THE NAMES OF THE METRIC CATEGORIES IN THE CSC? 

DO GREAT WORK

MAKE THE MOST OF YOUR TIME 

CARE FOR YOUR CUSTOMER

LOVE WHAT YOU DO AND WHO YOU DO IT WITH

200

WHAT ARE SOME EXAMPLES OF CALL AVOIDANCE? (NAME AT LEAST 3)  

  • Caller disconnects because the employee does not say anything
  • Inappropriate transfers
  • Long conference calls, not adding any value to the interaction
  • Extended or unproductive usage of holds/ACW
  • Excessive agent disconnects
  • Abbreviated/short calls including disconnects
  • Inappropriate or High Aux usage
  • Lack of adherence to schedule and/or break and lunch times
200

TRUE OR FALSE?: ALL EXTENDED LUNCH TIME MUST BE MADE UP SAME DAY. 

TRUE! 

200

HOW MANY INCIDENT POINTS DOES IT TAKE TO GET A CCAP WARNING? 

5 INCIDENT POINTS 

200
If you do not make your supervisor aware of a tech issue you are experiencing, even those you resolve yourself, what should you do? 
Report the issue through the Help Hub 
300

WHAT IS THE AHT GOAL FOR A TENURED REP DURING SPANISH AUTO FNOLs AND SPANISH AUTO STATUS CALLS? 

SPANISH FNOL: 13:30 

SPANISH AUTO STATUS: 9:30 

300

HOW MUCH TIME DO YOU HAVE EVERY DAY TO BE IN AUX 0? 

5 MINUTES AT THE BEGINNING OF YOUR SHIFT 

300
WHAT IS THE FIRST CODE YOU NEED TO USE WHEN ATTEMPTING TO REQUEST FTO-SAME WEEK IN WEBSTATION? 

TIME OFF PLANNED 

300
When can you get a UE (unexcused absence)? 

When you don't have enough FTO/PH hours to cover time off 

300

True or False: You must include the incident number you get from the Help Hub in your Aux 4 schedule change request. 

True!

400

TRUE OR FALSE: YOUR FINAL PERFORMANCE RATING IS SOLELY BASED ON YOUR METRIC SCORECARD IN POWERBI. 

FALSE! UPPER LEADERSHIP ALSO TAKES INTO ACCOUNT THE STORY BEHIND YOUR METRIC (AKA WHAT WE FIND WHEN DOING AUDITS)! 

400

WHAT IS THE GOAL FOR ACW? 

1 MINUTE AND 30 SECONDS 

400

WHAT CODE SHOULD YOU USE IF YOU GET THE ERROR MESSAGE "Less than 0X:00 remains available for your time off group" WHEN REQUESTING FTO-SAME WEEK? 

PAID TIME OFF DAY OF 

400

TRUE OR FALSE: WFM MAKES SURE THAT YOU HAVE ENOUGH FTO/PH HOURS TO COVER ANY TIME OFF REQUEST BEFORE THEY APPROVE IT. 

FALSE! WFM IS NOT RESPONSIBLE FOR ENSURING YOU HAVE ENOUGH FTO/PH HOURS BEFORE APPROVING ANY TIME OFF REQUEST. 

400
True or False: You must notify your supervisor immediately if you experience a power/internet outage. 
True! 
500

WHAT STEPS MUST YOU FOLLOW TO SUCCESSFULLY SIGN UP FOR AN ERG EVENT? 

1. SIGN UP TO RECEIVE ERG EVENT NOTIFICATIONS IN YOUR INBOX 

2. RECEIVE AN EMAIL FROM ERG WITH EVENT INFORMATION 

3. RSVP FOR THE EVENT AND ADD THE EVENT TO YOUR OUTLOOK CALENDAR 

4. SIGN UP FOR EVENT ON THE TIMEBOARD IN WEBSTATION 

500

WHAT IS THE MAXIMUM AMOUNT OF TIME YOU SHOULD BE IN AUX 1 EVERY DAY? 

5 MINUTES 
500

What is the maximum number of consecutive VTO (voluntary unpaid) days that you can take in a row? 

3 full days in a row. 

500
When does accrued FTO time become available to you? 

Accrued FTO time for full-time employees and part-time, exempt employees will be available on the first day the employee reports to work each calendar month.

500

How much time does the company cover of a power/internet outage? What happens if the power outage lasts longer than the time that the company approves? 

30 mins; the remaining time must be made up using FTO/PH or made up the same week 

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