Robots Will Rule
A half machine half man who was destroyed by the mad titan Thanos.
Who is Ultron?
Unable to work scheduled shift usually because of sickness or another issue.
What is an Absence?
The "waiting line" for calls - holding the calls until an advocate is available.
What is the Queue?
This musician once said:
"I'm just an average man with an average life
I work from nine to five, hey, hell, I pay the price
All I want is to be left alone in my average home
But why do I always feel like I'm in The Twilight Zone?"
Who is Rockwell?
Informs your supervisor and workforce management what you are currently doing while on the phones. This also makes you unavailable for calls.
What is Aux Codes?
The equivalent average on how good the call was handled based on set parameters and workflows.
What is Quality Score?
The status of an advocate who is logged into the telephone system and waiting for a call.
What is Available?
The average time taken for a call to be answered by an advocate.
What is Speed of Answer?
A software that will automatically interact with a caller in which said caller will provide information to it.
What is the IVR?
The written words and logic to be followed in the handling of a contact that will assist the advocate.
What is a Script/KB Article?
This is when a caller hangs up before reaching an advocate.
What is an Abandoned or Lost Call?
The days of the week worked, start time, break times and durations.
What is a Schedule?
How well advocates comply with their assigned shifts, making sure that they are logged into phones and taking breaks/lunch on time.
What is Adherence?
General term used to indicate a set company within another company.
Used to indicate when all advocates and supervisors are needed on the phones without being able to pull for offline activities.
What is All Hands On Deck/AHOD?
Elapsed time from when an advocate answers a call until the advocate disconnects.
What is Talk Time?
The name of the advanced humanoid robot that Will Smith tracks down in the futuristic setting of Massachusetts.
Who is Sonny?
A measure of relative success for an individual interaction.
What is First Call Resolution?
A re-dial established for a specific time in the future/reaching back out to the member.
What is a Scheduled Callback?
The time/aux code required by an advocate after a conversation is ended, to complete work that is directly associated with calls that have previously transpired.
What is After Call Work?