A measurement of the agent's ability to match their prescribed daily schedule.
What is Adherence?
100
Tim Robbins played a wrongly accused criminal who befriends Morgan Freeman.
What is The Shawshank Redemption?
100
I went to speech therapy for two years when they were 4-5 years old, has climbed Mt Vesuvius and spent time sitting in a dunking booth to raise money for firefighters:)
Who is Shanna Rosario?
100
LVVW.
How do I check Leave Balances?
100
Conchiglie,
consigliere,
cappelletti
What is consigliere?
200
This metric is the most controllable by an online agent.
What is Average Handling Time (AHT)?
200
Liam Neeson starred in this movie shot entirely in black and white, except for one red coat.
What is Schindler's List?
200
I jumped off the highest bungee jump in the world, wanted to be president of the US at 10 and someday I want to write children's books.
Who is Karen Matragrano?
200
Quicktime Statement Report
Where can I find prior hours worked, T&A?
200
Farandole,
fideo,
farfalloni
What is farandole?
300
The percentage of time that call agents actually spend handling incoming calls against the available or idle time.
What is Occupancy?
300
Killer mama's boy, scary showers, black and white.
What is Psycho?
300
I am 4th generation military, own an original-never-opened Pillsbury Doughboy doll and my grandmother always said I would be president one day.
Who is Brian Clark?
300
TRAC
Where are Employees Actions?
300
Campanelle,
cavatelli,
calamanco
What is calamanco?
400
This metric has the absolutely largest impact on customer satisfaction, so much that industry research has shown a 1% increase in this metric = a 1% increase in customer satisfaction.
What is First Call Resolution?
400
"They're coming to get you, Barbara"
What is Night of the Living Dead?
400
I sold hot dogs in central park, my band opened for Metallica and I waited tables for Madonna, Harold Ramis (Egon), Kelly LeBrock and Sylvester Stallone.
Who is Joe Delgado?
400
This is not a biological waste product.
What is PII?
400
Tortiglioni,
tortellini,
tortoni
What is tortoni?
500
A line of people waiting to be handled, typically in sequential order starting at the top of the line or sequence.
What is a queue?
500
"You keep using that word. I do not think it means what you think it means."
What is The Princess Bride?
500
I navigated the entire Erie Canal lock system on multiple occasions and I know almost all the words to the Erie Canal song. Once while backpacking a section of the Appalachian Trail my companions and I encountered a snowstorm that dropped more than 3 feet of snow and we had to take shelter in a lean-to on the side of Roan Mountain for 3 days and 2 nights.
Who is Jim Craner?
500
Receive BIA prorated Pay.
What happens at the pay period after the end of your contract?