Channels
Messaging Hours of Operation
What is 24/7?
Assembled Event Type code when processing JIRA tickets
What is ABSENCE / HOLIDAY ABSENCE?
CRM Tool for Voice
What is Amazon Connect
Intraday Reporting is sent X number of times a day
What is 4?
AET Hours of Operation
What is 3A - 9P PST?
Three categories of Event Type codes
What are Productive, Time Off or Default
Scaled Ops Adherence Goal
What is 90%
Tool to manage/work Absence tickets
What is JIRA?
Messaging is divided into X distinct "Houses"
What is 5?
2 Channels that are part of Risk Operations
What is ATO (Account Takeover) and Disputes?
Section where we can verify queue and role assignments.
What is People?
Disputes Service Level
What is 10-business days?
Tool used for monitoring the ATO Account Locks queue
What is Notary Toolbox?
The point of time an advocate marked as "NCNS" for being out of adherence
What is 60 minutes?
Channels that make up Advanced Support
What are MET, AET and BTC?
What are Manager Escalations Teams, Advocate Escalations Teams (Workflow Operations), and Bitcoin Specialty Teams?
In not particular order...
Method that allow users to view staffing timeline, forecasting, and reporting with greater granularity.
What are Filters?
CF1 Wait Time Service Level Objective for MET Live Agent response rate
What is 70% in 180 seconds?
This is how CF1 assigns work to advocates. Their primary purpose is to direct workflow to specific individuals or teams.
What are Target Assignments?
According to the severity codes, Code BLANK for MET Email's oldest case age indicates it is between 16 and 23 hours old.
What is Yellow?
Voice queues under House 1
What are Priority Banking and Spanish queues?
Red cell in the "Net Staffing" column of a Heatmap report indicate this
What is Not enough staff scheduled?
SLA for ATO Self Reporting, ATO Brokerage and Lending, and ATO ACAP cases and considered in a "Good" state, based on business day
What is 0 - 4 Business Days?
Tab in CF1 you should use to monitor pending chats with specific skills assigned?
What is Skills Backlog?
Maximum number of specialists recommended to move at one time during a MET Same-Day Channel Move?
What is no more than 4 Specialists?