NNBs
Autofails
Metrics
Holidays
100

I took a Chat and/or Call and just answered the customer's account specific questions with out doing this first.

What is Authentication?

100

I didn't use this Mandatory Guideline on my notes earning myself an Autofail.

What is Notes Template?

100

90% is the minimum I want for these two Survey Metrics.

What is ORS and RES?

100

They are sent to kidnap the Sandy Claws {Santa Claus}.

Who is Lock, Shock and Barrel from A Nightmare Before Christmas?

200

A Chat came through but I was away from my work station and didn't change my Status, this will be seen as {Blank}.

What is Refusal To Assist?

200

This customer has an issue with their Cellphone Data usage.  I transferred their case to Video Tech.

What is Inaccurate Process?

200

The minimum I need to get each week for this Metric is 10.

What is Case Closures?

200

This happens every time a bell rings.

What is An Angel gets their wings? {From "It's A Wonderful Life"}

300

The customer called me and I answered but didn't say anything and then just hung up.  This will be seen as {Blank}.

What is Deliberate Hang Up/Disconnect?

300

I should make sure to leave {Blank} on my case every time I touch it.

What is Notes?

300

The minimum I need to get for this Metric each week is 2.

What is Closed Resolved?

300

The Characters being played by Bill Murray and Carol Kane.

Who is Frank Cross and the Ghost of Christmas Past?  {From "Scrooged"}

400

If I have a case in my queue for longer then two to three days with no notes and I was in office at the time, this is seen as {Blank}.

What is Case Camping i.e. Refusal To Assist?

400

I outreached the customer once and they didn't respond, so I closed the case as Responded.  This is {Blank}.

What is Inaccurate Process?

400

The minimum Average I need to get for this Metric is 45 Minutes.

What is AHT?

400

He is the youngest of the Addams Children.

Who is Pubert Addams?  {From "Addams Family Values"}

500

I assisted the customer with their Tech Issue but now need to transfer them to S&S for a Billing Concern.  Before I transfer the case, I apply a Closing Macro to the case.

What is Metric Manipulation?

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