SEV/INC
This team is the first line of detection for site-level issues and is responsible for submitting Incident Notifications.
What is the Real-Time Ground Crew / Vendor Local RTM?
This RTM service ensures live SLA visibility is maintained across all queues and regions, using forecast, staffing plan, and live queue metrics as key inputs.
What is Real-Time SLA Monitoring (Service #1)?
This abbreviation stands for All Hands on Deck - a real-time response protocol to address coverage or staffing gaps.
What is AHOD?
In the AHOD Code Level system, these are the three escalating color codes used to indicate severity of volume or wait time breaches.
What are Code Yellow, Code Orange, and Code Red?
The Philippines is an archipelago made up of approximately this many islands.
What is 7,641 islands? [7K+]
This centralized team is responsible for acknowledging, validating, assessing, escalating, communicating, monitoring, closing, and documenting incidents.
What is the Block Command Center / Command Center RTM?
This RTM service delivers 4x daily intraday updates, executive summaries, and operational communications to provide stakeholder visibility.
What is Shared Situational Awareness (Service #2)?
This abbreviation stands for Directly Responsible Individual. The named owner responsible for completing a specific task or action.
What is a DRI?
For N. America BB (Voice), the Code Yellow threshold is triggered at this many calls in queue and this many minutes wait time.
What is 20 calls in queue OR 30 minutes wait time?
This city is the capital of the Philippines.
What is Manila?
Ground Crews must provide updated Incident Notifications at this frequency until the issue is fully resolved.
What is every hour (hourly)?
Name the final three RTM services (#5, #6, and #7) in the Block RTM Service Catalog.
What are Incident & SEV Management, Near-Term Lookaheads, and Root Cause & Trend Sharing?
This abbreviation stands for Service Level Agreement. A service performance target that may be impacted by staffing shortages, queue increases, tool outages, or other disruptions.
What is SLA?
For N. America GQ (queues combined) Voice, the Code Yellow volume threshold is this number, and Code Orange wait time threshold is this many minutes.
What is 50 calls (Code Yellow volume) and 45 minutes (Code Orange wait time)?
The Philippines is the only predominantly Christian nation in Asia, with this percentage of the population identifying as Catholic.
What is approximately 80-86%?
These are the four Slack channels where Real-Time Ground Crew incident communications must be sent.
What are #blockrtm-groundcrew-escalations, #blockrtm-groundcrew-commercemmerce, #blockrtm-groundcrew-frontline, and #blockrtm-groundcrew-risk?
This RTM service produces previous-day recaps, week-to-date summaries, root cause analysis, and improvement recommendations.
What is Daily & Weekly Feedback Loops (Service #3)?
Abbreviation that stands for After Action Review. A post-incident review used to document the incident timeline, impact, actions taken, decisions made, resolution details, what worked, what did not work, and follow-up actions.
What is AAR?
For N. America Email queues (BB, Ecom, GQ), the Code Yellow threshold is triggered at this many cases with a max hours since last modification of this amount.
What is 50 cases (BB/Ecom) or 300 cases (GQ) with 8 hours max since last modification?
This Filipino dish, made of meat braised in vinegar, soy sauce, and garlic, is often considered the unofficial national dish of the Philippines.
What is Adobo?
This is the 5-phase lifecycle that the Block WFM incident process follows.
What are Detect, Initiate Response, Stabilize and Operate, Recover, and Review and Improve?
This RTM service outputs VTO/OT recommendations, skilling adjustments, queue prioritization, staffing movements, and escalation requests based on SLA thresholds and staffing gaps.
What is Trigger-Based SLA Interventions (Service #4)?
A live coordination call or dedicated response space used during high-severity incidents. Key stakeholders may include the Incident Response Team, Command Center RTM, Vendor Local RTM, Engineering, Operations leaders, and WFM leadership. The purpose is to assess impact, align on response, and maintain communication until resolution.
What is a SEV War Room / Incident Bridge?
According to the AHOD thresholds, Code Red for ALL channels requires this action before activation.
What is Confirm with WFM Leadership?
The Philippines was colonized by Spain for over 300 years and then by the United States. It gained full independence on this date in 1946.
What is July 4, 1946?