FINANCE
Finance Advisors don't work weekends
True or False
What is False?
There are 5 Written PT FAs that are required to work 1 weekend day a week and there are 2 Written FT FAs who work 1 weekend day
Operating hours for the Student Services queue
What is Sunday - Saturday, 5:00 AM - 1:00 AM. They have the same operating hours as TAC L1
The number of Chats that ENR Chat agents work at the same time
What is 2 chats at a time
The status that a contact center employee goes into to complete customer interactions
What is After Call Work - ACW
The HRES queue is open during the following hours for calls.
What is 8:00 AM - 3:00 PM
Huddles are the lowest priority when adding conflicting work events except in this situation.
What is mentoring new hires. Mentors still attend their Team Huddle when they are doing mentoring sessions with New Hires.
These agents are skilled to take Chats
What is all CSS & TAC L1 agents
Publishing parameters for ENR Redesign
What is until the end of the current quarter. However if the date is in the middle of the week, publish the entire week. For example, if publishing today schedules would be published till 09/04/2021. September is the start of Q1.
Metric used to measure the average duration of one transaction
What is Average Handle Time (AHT)
Steps to troubleshoot pending PTO requests that are stuck under Request Management that are not auto processed or manager processed
What is: Check error messages (triangles) and employee profile
Is the employee in the correct PTO Pool?
Are there hours available?
Does the request violate filing rules?
Lunch parameters
What is between 4-5 hours when working the required shift length to receive a lunch
Same day requests for CSS & TAC L1 agents shouldn't be considered during these situations
What are blackout dates, failing DSF, while OT is on the schedule, active HPIs/high volume EIs, or when Team Events are still on the schedule for the day (when the request overlaps)
These events can be moved to optimize schedules
What is Team Lead, Professional Development, Marketing Emails, Call listening, individual training and any other events that are listed that are not time/date specific (look up the case number to verify when unsure)
The contractual agreement of measuring the performance of a client and a customer
What is a Service Level Goal
This client receives deliverables but not maintained time off
Who is Faculty Engagement. We do not maintain schedules or time off for them.
Minimum number of published weeks required for PT Flex FAs
What is 3 full weeks.
These are the steps to troubleshoot when the queue staffing ribbon in the calendar view does not match the scheduled staff
What is to verify the assigned skills for those assigned in the campaign
This is a clear indicator that the ENR Audit report is incorrect before sending it out.
What is the Scheduled Time listed is the Actual Time that is posted and the Actual Time is posted as the Scheduled Time and/or the names from listed in column B don't match the names under column I's rotations
A workforce management metric that refers to time in which agents are being paid but are not available to handle interactions.
What is Shrinkage
These clients receive monthly Heat Maps
What is Finance, Disability Services, Faculty Engagement and University Services Desk
These teams answer calls from the Non-Spec IB phone queue as either a primary or a secondary skill
What are the Inbound, Outbound, and Written teams
The ESI team does not back up Non-Spec anymore
The chat routing when a student initiates a technical issue with Phoebe to get to a TAC L1 agent
What is: Phoebe > FIN > CSS /TAC L1> TAC L1
Parameters to run the schedule engine for ENR Chat when building schedules for a full week
What is setting the end date to go over to 1:00 AM the follow day (Sunday). For example: running the schedule engine for the week of 08/22/21, the start date would be Sunday, 08/22/21 12:00 AM to Sunday, 08/29/21 1:00 AM. Otherwise, closing schedules won't be created.
Steps to determine missing Service Level projections from Verint, Impact 360 when there is Volume & AHT in Pulse
What is double that check schedules have been created and that there are SL goals created for the SP
Causes the "Cobra Manager (IDL.omg.org/COBRA/MARSHALL.1.0) Calendar data will be refreshed" error when running the schedule engine in Verint, Impact 360
What is an overlapping Floating Event & Calendar Event for an employee withing the scheduling period.