Goals (%)
The goal for email and phone evaluations (CEAs)
What is 90%?
The total time engaged in an inbound work activity divided by the actual time spent in a productive state in Genesys
What is Occupancy?
Provide exceptional customer service with every contact.
What is Customer Experience Assessment (CEA)?
Extended call goes partially into Project time
What is No? (Take the full duration of Project directly after interaction is complete)
25 is the max character limit for address override in DFO (True or False)
False (16 character limit)
Measures how long it typically takes to complete an interaction with a customer
What is AHT Index?
When you use your time to make a positive impact on our service level for our customers
What is Productivity?
Extended call goes into Break or Lunch
What is No? (Take full duration of break/lunch directly after interaction is complete)
If the customer continues to push back on the Promise Date given, make a call to the supplier to see if they can provide a better date. (True or False)
True
The goal for Conformance
What is 98% - 102%?
The total time in a productive state divided by total time in scheduled productive state
What is Conformance?
Examples that impact this goal negatively: late to work, leaving work early and break/lunch overage
What is Conformance?
Application/Hardware Issue
What is Yes? (Notify RP and your supervisor. Use "Application/Hardware" code and include the Ticket number if provided.
Transfer calls for Credit References to Corporate. (True or False)
What is False? (Refer caller to Dunn and Bradstreet)
The goal for Occupancy
What is 85%?
Uses weighted measurements to calculate work: Conformance - 10%, Occupancy - 25%, AHT Index - 40% and Email Completion Index - 25%
What is Productivity?
Examples that impact this goal negatively: working follow-up activity outside of Genesys, sitting idle and work avoidance
What is Occupancy?
Extended Coaching/Training over 5 minutes
What is Yes? (Agent completes form using appropriate code)
Email Regulatory if a "Reg 3" account has a non-commercial error for an address override (True or False)
False (The customer must contact USPS to have the address updated to commercial. )
The goal for AHT Index
What is 78%?
Take ownership of your growth and development by utilizing the knowledge gained during training, feedback received during coaching sessions and monitoring during your daily performance
What is Personal Development?
Examples that impact this goal negatively: opening an email and closing it with no work done, pulling (cherry picking) vs. emails delivered
What is Email Completion Index?
Extended Stand up/Monthly Team Meeting
What is No? (No action needed from Agent, GL or Sup)
Call the Vendor phone number listed or contact intl.vn.support for customer item questions of vendors in China (True or False)
True