Attendance
How many ordinary days are we required to work in a "work" month?
21.67
What makes up the 'Productivity' metric on your KPI?
Evaluation targets & Reporting (EOD, Alerts, WBR/MBR/QBRs)
On evaluation accuracy, what would get you to qualify for an incentive?
Variance of 5% of less
How many (collective) minutes would disqualify you from getting the punctuality incentive?
60 minutes / hour
How much of your target is acceptable, according to your knowledge?
100%
An accurate EOD template includes...
Date of reporting
Daily QA score
WTD QA score
Number of Alerts Issued
Highlights and lowlights
Training recommendations
Which 'off' day(s) would impact your attendance? [4]
UL / SL / FR / EL
When is it acceptable to NOT publish an EOD?
Never
To achieve accuracy on Alerts issued, you must ensure that the alerts are published on ____ & _____
Email & Alerts tracker
What kind of leave trend would lead to the disqualification of attendance incentive if identified for 3 consecutive months?
Sick Leave
Working on contigency
Accurate recording of closed alerts includes updating the ____, _____, & _____
status, owner & date of coaching
How much transport variable pay would you get if you were on leave for more than a week?
R 750.00
What kind of reports would you consider compulsory for you ? (Weekly / Daily)
Alerts / Alerts Update
EOD
WoW QA Scores
Bakground Noise
Data capturing, i.e, Agent name, TL Name, date of call, etc is part and parcel of evaluation accuracy. True or false?
True!