Starts with A
It's a WFM Thing
Just Mark's Opinion
All About the Acronyms
Our Peeps
100

This applies to when somebody calls out of their shift and doesn't show up to work.

What is absenteeism.

100

This position is responsible for managing queues.

What is a Real Time Analyst?

100

This person is the greatest musical artist of all time

Who is Prince

100

WFM is short for the name of this department

Workforce Management

100

This person is the newest member of the WFM team

Who is Yuting Chen?

200

This metric looks at how well someone follows their schedule.

What is adherence?

200

Changing these in CMS allows you to control which calls go to a CTR

What are skills?

200

This team's fanbase are the worst

Who are the Dallas Cowboys

200

Before it became the Care Team the call center was known as this acronym NCC

National  Contact Center

200

This Person is the longest tenured person on the WFM team

Who is Ana Trojan?

300

This metric looks at how long it normally takes for a CTR to finish a phone call

What is Average Handle Time?

300

This report provides information on how each queue is performing every hour.

What is the WFM Alert: Service Level report?

300

This team's fanbase are also the worst

Who are the Miami Heat

300

This acronym stands for the colleagues whose primary job it is to answer the phones

What is CTR

300

This person on the team is so far the only person to win all three team awards :Analyst of the Month, Above and Beyond and Idea of the Month

Who is Sab Pascual?


400

This Metric looks at the rate in which people leave an organization.

What is attrition?

400

This is the name of the highest priority queue.

CAL FIL

400

This drink is an absolute necessity in the morning

What is Red Bull?

400

FIL is the acronym for a feature placed on calls for larger clients

First in Line

400

This team member was in the 1st class of the opening of the Orlando office

Who is Debbie Moreno?

500

This occurs when the CTR finishes the call with the caller but still has documentation to complete.

What is after call work?

500

Team Meetings, Training, Coaching, and PTO are examples of this metric

What is shrinkage?

500

This topping should never be put on a pizza

What is pineapple?

500

The acronym PCQ stands for one of the queues in the current call routing

Priority Client Queue

500

This team member has a dog named Cardi B

Who is Ryan Bailey?

M
e
n
u