Day 1
What is the first step when experiencing technical issues?
Immediately notify your leader (or any available leader, if your leader is unavailable)
What application can be used for creating a Supervisor Contact List?
Teams
What is the frequency for standard training allotments?
Weekly
What application is used for timesheet entry?
UKG (UltiPro)
Who do you contact if you have questions related to QAs and Call Reviews?
Adherence measures percent of time spent in which scheduled status?
On Queue
What is the standard shipping method used for pump RMAs?
FedEx Standard Overnight
What is the SharePoint Technical heading under which the Pump Replacement Guide can be found?
Pump Resources
How much advance notice must be provided for PTO consideration?
No less than 1 week
What 3 components contribute to Average Handle Time (AHT)?
Talk Time, Hold Time, After Call Work
What is an appropriate reason to use the Away status?
Addressing personal needs (bathroom break, signing for package delivery, addressing personal medical needs, quickly cleaning unfortunate pet messes, etc.)
What must be verified before creating a task for t:connect review?
Must verify that an upload has occurred for the date(s) needing review
What should you do if you have no remaining Trainings to complete during your scheduled Training time?
Go back On Queue
How soon do you qualify for VTO after completing initial training?
90 days
What are the 6 Metrics used by CTS
Attendance, Adherence, Call Review, Error Rate, Average Handle Time (AHT), Service Issues
When is the best time to switch to the Away status to minimize impact to teammates?
Immediately upon ending an interaction
How long should you wait for a customer to respond to an SMS sent by CTS before performing an additional follow up attempt and closing the SMS activity?
1 day (approximately 24 hours)
How early may you begin a scheduled break or lunch to maximize Adherence?
5-10 minutes
What are the 3 methods that may be used to notify Tandem of an unplanned absence?
Call attendance line
Submit Sick/Absence request via Genesys
Submit Sick/Absence request via Tempo app
Where can you find Call Reviews/Evaluations that are ready for you to review?
In Genesys under Activity, in Overview Tab > Evaluations Due for Review
Provide 3 examples of what Prep Time may be used for.
Reading/Reviewing/Responding to emails
Reviewing and closing open cases
Planning customer callbacks across shift
Completing outstanding trainings
Reviewing whatmom scripts and other resources
When is it appropriate to add a note to an order regarding expedited shipping?
Every time expedited shipping is selected (recommended but not required when customer elects to pay for expedited shipping)
What is the name of the SharePoint resource with instructions on how to add Active Case Products to a case?
How to Add Active Case Products
What is the name of the department that announces and approves VTO/OT?
Workforce Management (WFM)
What steps must be completed on a QA Request in CRM to indicate QA completion?
Check the completion box in the relevant QA category (QA Details tab)
Update Status Reason to "Completed" (General tab)