Customer Service
What’s expected in every interaction with small business owners and agents?
Professionalism, accuracy, and respect for their time.
If you’re scheduled during a holiday with reduced operating hours, what code might appear and what are your options?
ABCLOS SITE CLOSING; log out by the indicated time; you may use PTO or Dock or submit Makeup Time.
What tool must you use to keep accurate daily time (and follow Aux guidelines)
TimeTracker and established Aux mode guidelines.
Same‑day and future PTO request limits in Verint?
Request same day for time not yet passed and up to 182 days out; must have balance; avoid overlap with meetings/training; use color key to check availability.
Optimals (schedule refresh): how/when?
Every 8 weeks; go live by noon ET; reviewed by tenure; cannot decline once approved; default lunch 45 minutes with option to switch to 30/60 after approval.
Which resources help reduce repeat calls?
Use Guidelines/SRT and available knowledge resources.
Can you convert approved PTO to a Green Alert the same day if call volume drops?
No. Approved PTO cannot be changed to Green Alert the same day.
When are timesheets due each pay period?
By pay close—typically 12:00 p.m. ET Monday after the period (earlier if accelerated).
What if you work through 15+ minutes of your approved PTO?
Contact Resource Planning so they can adjust and it isn’t treated as an Early Quit.
Development time—self‑service limits?
After Academy; up to 8 paid hours/year; min 15 mins, max 2 hours; up to 30 days in advance; use 3CL Develop Self‑Service and include event in comments.
How should you use your daily read time?
Stay current on guideline/process changes and apply them in calls/work.
When call volume is lower than planned, what same‑day options might support service while respecting staffing?
Request Green Alerts to leave early, come late, or use pockets of time (≥30 minutes), up to 30 hours/75% per week, only where intervals are available.
Minimum meal period and timing window?
At least 30 minutes, beginning between end of the 2nd and end of the 5th consecutive work hour.
What happens when your PTO bank hits the maximum cap?
Accrual pauses until usage drops the balance below the cap; no retroactive credit.
Volunteer Time Off (VTO)—self‑service basics
8 paid hours/year; codes 3CL VOLUNTEER–4HR or –8HR; submit ≥24 hours prior and ≤182 days out; not available on holidays, during Academy, for past dates, or when classroom training exists
After a call review with feedback, what’s expected next?
Implement feedback to align with standards
If a routing issue affects customers (Finesse), what should you do and what do you capture?
Notify supervisor; capture name/phone, date/time, expected vs actual, dialed number, caller number, IVR options, Finesse destination, error text, policy/state, and other context.
Can you use Dock time before exhausting PTO?
Generally no; exceptions only where business area allows.
Verint fundamentals to keep your schedule accurate
Auto‑logout after 30 minutes inactivity; maintenance two Sundays per month 12am–8am ET; set Time Zone under Preferences; view schedule under My Schedule > Personal; sign‑in via verintwfm/
Who to contact when RP line is unstaffed for a schedule need?
Leave voicemail at 855‑891‑2296 or email CLSCHED@Progressive.com; RP responds next business day.
Which Core Values underpin delivering service consistent with our brand?
Integrity, Golden Rule, Excellence.
Where do you find and bid for holiday or optimal shifts to ensure service coverage?
Verint → My Home > My Requests > My Bid Options (Shift Auction/Optimal).
How is Protected PTO/PSL accrued?
Per hours worked; rounded up in 15‑minute increments; Progressive applies the most generous applicable state/local rules.
Makeup Time guardrails (to stay whole for the week)?
Must be within the same Sun–Sat week; for FT, up to +2 hours on a regular day; submit via My Home > My Requests > Shift Request & Change; Activity 3CL MAKEUP (extensions 3CL MAKEUP EXT), not marked as OT.
If your outage lasts 15+ minutes, what do you do?
Notify leadership and report absence immediately; when resolved without IT, create a Self‑Resolved IT ticket; follow Work Disruption pay practices.