Name that SOP
WFO 26
What is Ramp Down By Schedule?
These are the points of information required on an Exception Request Email.
(Name 3)
What is Site, Type of Exception, Name of CSR, Start Time, Duration/End Time, Deadline Date (if applicable)?
This department updates the EPICC Model.
Who is the Capacity Planning Analyst?
WFO Sr. Specialists will work closely with this department to ensure the correct employees are released at the designated time.
Who is HC/HR?
OCC
What is Operational Command Center?
WFO05
What is Editing Official Schedules?
These are the points of information required on an Exception Request Response Email.
(Name 4)
What is Site, Name & Title of Who Requested, Name of CSR, Exception Type/Status, Time/Date Received & Time/Date completed?
These 2 Metrics are updated on the EPICC Model before ramp down is determined.
What are Interaction Volume (IV) & Average Handle Time (AHT)?
There will be an emphasis on selecting schedules from all CCs due to this reason.
IV
What is Interaction Volume?
WFO25
What is Exception Request Process?
These are the points of information required on an ETML Email.
(Name 5)
What is Site, Name of Employee, CQA Prod ID, Position, Work Schedule (if applicable), Start Date, Last Day Worked, Effective Date, Current Supervisor, Current Manager?
This person creates the Ramp Down Forecast Schedule.
Who is the WFO Lead Specialist?
Updates to the EPICC model will be based on these 3 factors.
(Name 2)
What is Changes to forecast, Current Staffing Numbers, & Changes to CC closure dates?
IPT
What Integrated Product Teams?
WFO14
What is Monitoring Intraday RTA?
These are the points of information required on an Runner Response Email.
(Name 3)
What is Site, Name of CSR(s), Issue/Reason Code, Status of Agent, Person You Spoke With?
These 4 Labor Categories staffing is based upon the EPICC Model.
(Name all 4)
Who are CSR, Lead CSR, CC Supervisor & Operations Manager?
There will be an emphasis on not reducing these types of Schedules to ensure outbound coverage.
What is Night and Weekends?
FA
What is Functional Areas?
WFO23
These are the 5 different WFO Email Templates.
(Name all 5)
What are Exception Request, Exception Request Response, ETML, Runner & Runner Response?
These 3 Departments meet to review the Ramp Down Forcast once approved.
Who is OCC Leadership, Operations and Quality Management?
Staffing in Calabrio One will be compared to this prior to determining which schedules to ramp down.
What is the EPICC RampDown Spreadsheet?
EPICC