Hours & Scheduling
Weekly minimum hours requirement
What is 4?
Associates should aux into this state for continuous learning modules
What is Training?
All training(s) should be completed by this date
What is the due date?
When associates leave their Work from Home space, they should always do this
What is lock their computer?
Associates must seek and receive approval from this person in order to create a follow up
Who is my Team Manager?
Minimum hours to cancel a shift before the start of your shift
What is 24?
This should be an associate's default state as they are able to take phone calls, chats, and email
What is available?
These provide useful information needed to perform your job successfully
What are Trainings?
Associates are expected to sign up and attend at least one of these with their Team Manager per month
What is a 1:1?
For each follow-up created, associates must enter it here
What is the Discretionary Follow Up Creation Quip?
This can be used once per rolling quarter (last 90 days)
What is use a Minimum Hours Exception?
Associates must aux into this state and notify your Team Manager immediately when experiencing an internal Amazon Related Outage (such as failure of or missing systems, equipment, and software owned by Amazon)
What is system?
Sign up for these if NPT is required for a specific training
What are training intervals?
Associates are expected to be responsive to leadership via these channels during their shifts
What are Chime and Email?
The most common reason to create a follow-up
What is the customer specifically requests a return contact AND it is necessary?
If a personal medical issue is causing you to miss the weekly minimum hours requirement, you can do this
What is initiate a Leave as an Accommodation (LEA)?
This aux state happens when you experience a missed call and will remain in this state until you return to available
What is missed default?
Associates should check this at the start and end of their work week
What is the Training Center?
Amazon requires associates to provide their most current contact information here
What is A to Z?
The second most common reason associates create a follow-up
What is when you have submitted a TT (Trouble Ticket) or SIM (Simple Issue Manager) AND you are awaiting a response from another business unit which precludes you from fulfilling the request immediately?
You must send an email directly to your Team Manager a minimum of 7 days prior to the week you need this
What is a Minimum Hours Exception?
These 2 aux states should not be used at any time in Reserves
What is upcoming offline and email?
If associates experience this during training, you are expected to reach out to your Team Manager or another member of leadership to let them know
What are issues?
Associates may not use these to assist a customer while on a call
What are personal devices?
Data studies found that this percentage of follow ups created are not necessary
What is 98%?