Mosaic
How many tiles to reach Mosaic 4?
250 Tiles
What is the current minimum requirement for Chats per hour?
5.5+ CPH
How many points does a crewmember need to reach to earn an Initial PG?
15 points
What rating would the CM receive if they forgot to verify the customers identity?
Missed the Mark
How are tiles earned?
Travel and Card Spend
What is the CSAT minimum requirement for Digital?
77%
How many points can be removed per quarter?
4 points with Flex off Balance and 2 points for perfect attendance for a Total of 6 points
Name 2 non-negotiables for Missed the Mark.
-Missed Verifiers
-Profanity or Inappropriate Language
-Missed Required Verbiage
-Disconnected Improperly
-Not calling back customer
-Extensive Disposition time
When is the last date for Mosaic members to qualify for the following year?
December 31st
What is concurrency?
The average time you have 2 chats available at a time.
How many points does a NCNS incur?
4 points
Name the 4 overall ratings for a QA monitor.
-Exemplary
-Strong
-Needs improvement
-Missed the Mark
What level of Mosaic does a customer have to reach to receive Move to Mint certificates?
Mosaic 3
What is the PSC extension out target for Digital?
3% or less
How many hours of Flex off would the CM need to remove 4 points?
16 hours of Flex off Balance
What's the number 1 reason we ask for verifiers?
To prevent Fraud
What Level of Mosaic does the customer need to be to have complimentary access to Blue House?
Mosaic 4
If CM already reached 15 points and has be issued a IPG, how many points would the CM need to reach the next level (CPG)?
1 point