Starts with A
This applies to when somebody calls out of their shift and doesn't show up to work.
What is absenteeism.
This position is responsible for managing queues.
What is a Real Time Analyst?
This person is the greatest musical artist of all time
Who is Prince
WFM is short for the name of this department
Workforce Management
This person is the newest member of the WFM team
Who is Yuting Chen?
This metric looks at how well someone follows their schedule.
What is adherence?
Changing these in CMS allows you to control which calls go to a CTR
What are skills?
This team's fanbase are the worst
Who are the Dallas Cowboys
Before it became the Care Team the call center was known as this acronym NCC
National Contact Center
This Person is the longest tenured person on the WFM team
Who is Ana Trojan?
This metric looks at how long it normally takes for a CTR to finish a phone call
What is Average Handle Time?
This report provides information on how each queue is performing every hour.
What is the WFM Alert: Service Level report?
This team's fanbase are also the worst
Who are the Miami Heat
This acronym stands for the colleagues whose primary job it is to answer the phones
What is CTR
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?
This Metric looks at the rate in which people leave an organization.
What is attrition?
This is the name of the highest priority queue.
CAL FIL
This drink is an absolute necessity in the morning
What is Red Bull?
FIL is the acronym for a feature placed on calls for larger clients
First in Line
This team member was in the 1st class of the opening of the Orlando office
Who is Debbie Moreno?
This occurs when the CTR finishes the call with the caller but still has documentation to complete.
What is after call work?
Team Meetings, Training, Coaching, and PTO are examples of this metric
What is shrinkage?
This topping should never be put on a pizza
What is pineapple?
The acronym PCQ stands for one of the queues in the current call routing
Priority Client Queue
This team member has a dog named Cardi B
Who is Ryan Bailey?