Show:
METRICS
CALL AVOIDANCE
Metrics 2
Metrics 3
TECH ISSUES
100

HOW MANY METRIC CATEGORIES ARE THERE?

3 CATEGORIES 

100

WHAT IS CALL AVOIDANCE? 

When an employee purposefully, in a persistent and deliberate way, exhibits a negative behavior trend that impacts their ability to take calls.

100

What does ACES Stand for? 

Accuracy 

Care 

Ease 

Speed 

100

What is the CX Behavioral goal?

86% 

100
What aux code do you use when you have tech issues? 

Aux 4 

200

WHAT ARE THE NAMES OF THE METRIC CATEGORIES IN THE CSC? 

Accuracy 

Care 

Ease & Speed 

200

WHAT ARE SOME EXAMPLES OF CALL AVOIDANCE? (NAME AT LEAST 3)  

  • Caller disconnects because the employee does not say anything
  • Inappropriate transfers
  • Long conference calls, not adding any value to the interaction
  • Extended or unproductive usage of holds/ACW
  • Excessive agent disconnects
  • Abbreviated/short calls including disconnects
  • Inappropriate or High Aux usage
  • Lack of adherence to schedule and/or break and lunch times
200

TRUE OR FALSE?: ALL EXTENDED LUNCH TIME MUST BE MADE UP SAME DAY. 

TRUE! 

200

What is the SMS Adoption Goal?

73% 

200

TRUE OR FALSE: There is a template to send to your supervisor when there is a aux4 tech issue or internet/power outage 

TRUE, there is a AUX4 Template to send to Supervisor after a tech issue takes place 

300

What is the eService goal? 

42% or above 

300

HOW MUCH TIME DO YOU HAVE EVERY DAY TO BE IN Pre/Post shift? 

5 MINUTES AT THE BEGINNING AND END OF YOUR SHIFT 

300

WHAT IS THE FIRST CODE YOU NEED TO USE WHEN ATTEMPTING TO REQUEST FTO-SAME WEEK IN Calabrio? 

TIME OFF PLANNED 

300

When can you get a UE (unexcused absence)? 

When you don't have enough FTO/PH hours to cover time off 

300

True or False: You must include the incident number you get from the Help Hub in your Aux 4 schedule change request. 

True!

400

TRUE OR FALSE: YOUR FINAL PERFORMANCE RATING IS SOLELY BASED ON YOUR METRIC SCORECARD IN POWERBI. 

FALSE! SR. LEADERSHIP ALSO TAKES INTO ACCOUNT THE STORY BEHIND YOUR METRIC (AKA WHAT WE FIND WHEN DOING AUDITS)! 

400

What is the goal for Accessibility? 

84% 

400

What are some flexible options for time off? Name at least 3 

Lunch Adjustment 

VTO 

Log-out Flex out 

400

TRUE OR FALSE: WFM MAKES SURE THAT YOU HAVE ENOUGH FTO/PH HOURS TO COVER ANY TIME OFF REQUEST BEFORE THEY APPROVE IT. 

FALSE! WFM IS NOT RESPONSIBLE FOR ENSURING YOU HAVE ENOUGH FTO/PH HOURS BEFORE APPROVING ANY TIME OFF REQUEST. 

400
True or False: You must notify your supervisor immediately if you experience a power/internet outage. 
True! 
500

WHAT STEPS MUST YOU FOLLOW TO SUCCESSFULLY SIGN UP FOR AN ERG EVENT? 

1. Sign up for the event via Calabrio submitting a text request 

2. Present to the team your takeaways 


500

WHAT IS THE MAXIMUM AMOUNT OF TIME YOU SHOULD BE IN AUX 1 ( Personal Time) ? 

5 MINUTES 

500

What is Channel Accuracy and what is the goal? 

% of Appraisals remain with initial channel during first 3 BD post FNOL

93% ( 7% rechannel) 

500

When does accrued FTO time become available to you? 

Accrued FTO time for full-time employees and part-time, exempt employees will be available on the first day the employee reports to work each calendar month.

500

How much time does the company cover of a power/internet outage? What happens if the power outage lasts longer than the time that the company approves? 

30 mins; the remaining time must be made up using FTO/PH or made up the same week