It’s All in the Numbers
HR Acronyms
What Makes a Great Beaver?
So you know your coworkers?
Lost in the System
100
What metric measures how often we resolve an EE’s issue during the first interaction?
First Contact Resolution (FCR)
100
An EE contacts HRSC because they are adding a spouse after getting married. What does QLE stand for?
Qualifying Life Event
100
An EE asks a question and you don't know the answer. What should you do?
Take ownership. Let the EE know you'll research it and follow up rather than guessing or immediately passing them off.
100
Who on our team loves baking, especially sourdough, and could probably teach us a thing or two about making the perfect loaf?
Christina
100
Workday
An EE says, “I know I enrolled in medical, but I don't remember what I elected.” Where would you look?
Benefits
200
A case is responded to right away but remains open for several days. Which SLA is most relevant to how long it takes to fully close the case?
Resolution SLA
200
An EE is out on an approved leave and asks about their LOA and STD.
Are LOA and STD the same thing? YES or NO?
NO.
LOA = Leave of Absence
STD = Short-Term Disability
They can be connected, but they are not the same thing.
200
An EE says, “I have been passed around and nobody has been able to help me.” What should you avoid saying?
Answer: “That's not our department” or anything that shifts blame.
200
Who on our team is a photographer and often uses her own photography as her Webex background?
Mary
200
ServiceNow
Where would you look to see the history of a case?
Cases Opened for User (Case history)
300
If HRSC receives 100 calls and resolves 64 of them on the first contact, what is our FCR?
64%
300
An EE asks why they need to provide proof before enrolling a dependent. What acronym might you see when discussing whether someone can be added to coverage?
EOI — Evidence of Insurability
300
You find information that could answer the EE's question, but you're not completely confident it applies to their situation. What should you do?
Validate the information before giving the EE a definitive answer.
300
Who on our team is a Dungeons & Dragons trainer and could probably teach us how to survive our first campaign?
Ian
300
Workday
An EE says, “My salary is different than what my manager told me.” Which two areas would you compare?
Compensation and Pay
(worker history works as well)
400
A rep gives the EE the correct answer but fails to document the interaction properly. Could the interaction still have a Quality issue?
Yes. Correct information alone doesn't mean every quality requirement was met.
400
HSA, FSA, HRA, HDHP
Which one is a health plan, rather than an account?
HDHP — High-Deductible Health Plan
400
You answer the EE's original question correctly, but during the conversation you realize their actual concern is something different. What should you do?
Address the underlying concern rather than stopping at the original question.
400
Which coworker could bring their twin to a team event and see if we could tell them apart?
Luke
400
Servicenow
Why is it important to include the EE's actual name in the Short Description when the case is created under “Guest”?
Because the EE's name won't be tied to the case through the user field. Adding their actual name to the Short Description allows us to search, filter, and quickly identify the case later.
500
HRSC receives 500 cases in a month.
90% are responded to within the Response SLA.
80% are resolved within the Resolution SLA.
How many cases were NOT resolved within the Resolution SLA?
100 cases!
Calculation: 500 × 20% = 100
500
COBRA stands for?
Consolidated Omnibus Budget Reconciliation Act
500
An EE's issue was caused by a process they misunderstood. You could simply fix it and move on. What additional question should you ask yourself?
“Could this happen again?” If so, identify the knowledge or process gap.
500
Before They Were Beavers: How many people on our team started their Endeavor journey as contingent workers?
10
(Aseel, Tammy, Olivia, Ian, Keisha, Luke, Erica, Gavin, Ilsa, Halee)
500
An EE says, “I got married, added my spouse, and submitted my documents. But my spouse isn't showing on my coverage and my paycheck deduction didn't change.” What would you review?
ServiceNow → previous contacts/case notes
Workday Life Event/transaction → event status and elections
Workday Benefits → current coverage/dependents
Workday Pay/Paystub → actual deduction