Workforce Stuffs
What Metric is comprised of the following:
Average Talk Time + Average Hold Time + After Call Work / Calls Handled?
Average Handle Time
Who sings 'Hotline Bling'?
Drake
What is the name of Negan's bat on The Walking Dead?
Lucille
What was the name of the first (permanent English) American colony?
Jamestown, after King James I
What is the TPS?
The TPS is called a Capacity Planning file or better known as Teleperformance Staffing Plan.
What is the main purpose of WFM?
To drive profitability while exceeding client expectations through effective staff planning.
What is Taylor Swift's fanbase called?
Swifties
Which Game of Thrones star was nominated for an Emmy for every single season?
Peter Dinklage
How many people were killed in the Salem Witch Trials?
25. 20 people were executed for suspicion of witchcraft (usually by hanging, not burning at the stake) and 5 died in jail.
On what row of your TPS can you start to find your Lost Labor planning and actual %
Starting at or around row 210
How do you find or calculate the Abandoned Call rate?
Abandoned Calls / Calls Offered
Stevie Nicks is a member of which 1970s rock band?
Fleetwood Mac
South Park takes place in which state?
Colorado
What were colonists protesting with the Boston Tea Party?
The Stamp Act, a British tax on print materials such as stamps and newspapers. (I'll also accept just "Taxes")
Anyone terminated prior to 2023 may be removed from the roster as they no longer have any impact on the data. Otherwise, all active employees must be kept.
What does ACD stand for?
Automatic Call Distributor
Who sings 'Man! I Feel Like a Woman'?
Shania Twain
Which anime revolves around the Elric brothers?
Fullmetal Alchemist
What was the name of the battle after which General Robert E. Lee surrendered to General Ulysses S. Grant?
The Battle of Appomattox Court House.
What is "Lost Labor"?
Lost Labor is any productive time lost typically in the form of Tardy agents, leave earlies, or partial day absences.
What is Occupancy?
The % of logged-in and available time that an agent spends in active contact handling. (i.e., on incoming calls, in wrap-up activities, on outbound calls ) versus in the idle, waiting state.
What was the first video played on MTV on Aug. 1, 1981?
Video Killed the Radio Star
Which item is used to restore a Z Fighter to their full health after being severely wounded?
Senzu Bean
Who was the first man on the moon?
In what cell can you see the type of TPS file you are managing?
Cell B68