Policy
What is the monthly attendance score expectation for team members?
•93% or higher
How do you access the TimeCheck tool?
What is type CRMEXPRESS/ into a browser.
If you attempted to code PTO in Verint but accidently coded ABUNS, and you did have the PTO to cover your shift, how would you code your TimeCheck for that missed time?
Standard Code- PTO
If Joe gets a 68% in March, what corrective action would Joe be on for Attendance and Egregious policy?
Documented Discussion for Attendance and Documented Discussion for Egregious
True or False: Your supervisor is expected to help you calculate your attendance score?
False- Your supervisor will not help calculate your attendance score but there is a demo video on how to calculate your score in the resources section of the playbook
True or False- The Attendance Policy and the Egregious Policy run concurrently?
True- The policies run concurrently and any score under 70% will result in corrective action for both policies.
How do you disable Startup Automations to help promote a timely log in?
Click Start menu and type “startup”—Click “startup Apps”—Switch desired app to “off”.
If you had to log out 3 hours for an emergency and you did not have the PTO to cover your time, how would you code the 3 hours in TimeCheck?
No correction needed
If Kara’s attendance score was 65% in March, and 68% in April- what corrective action would she receive?
WW Attendance and FWW Egregious
If your attendance score is 94% for the month, do you need to submit corrections in TimeCheck for your time missed?
Yes, accurate attendance records are required. All incomplete shifts must be reconciled either with a correction reason or by marking them as “no correction needed”
If you work on March 1st, when is the first day you will see your attendance score data from that day?
March 8th. TimeCheck loads daily but is always a week behind
If you want to use your read time to watch the TimeCheck video again, where can that be located?
CRM Attendance Policy Sharepoint Site Homepage—Team Member Video link
If you overslept and logged in late by 1 hour and then had a power outage for another hour, and then needed to leave 2 hours early and you had 0 pto hours, how would you code your time missed in TimeCheck?
Standard Code-WFH system issues- 1 hour and No Correction needed 3 hours
How many consecutive months must a team member have at 93% or above to close out all of their attendance warnings?
3 consecutive months
What is the final cut off date that a team member has to reconcile their TimeCheck?
11 days after month end: by 11:59pm EST
If Jack misses his 8-hour shift, but then logs in after his shift and works 8 hours of overtime, will that OT count towards his hours worked?
No, OT and Holiday Hours do not count towards hours worked and also do not impact the attendance score one way or another
What phone mode should you use to reconcile attendance?
Aux 5 time, time in between calls, and if those options are unavailable, aux 2 can be used. This policy does not change existing expectations for aux mode usage.
If you are taking FMLA and do not code it in Verint, how would you code that time in your TimeCheck?
Protected Time- FMLA
If a team member is on a FWW for Egregious Policy, how many consecutive months must they achieve 70% or above for it to close?
12 months
If your TimeCheck shows that you missed .18 of your shift, how many minutes is that?
11 minutes
If Jen is scheduled 165 hours for the month of April, how many hours can she miss and not receive corrective action?
11.55 hours (165x%7)
If you lose VPN connection during your shift and are logged out for 25 minutes, how many minutes will count towards your attendance?
18 minutes (25 min – 7 min vpn log out buffer)
If you missed your 8-hour shift on Monday due to a power outage and you also missed all of Tuesday due to the power outage, how would you code your TimeCheck for those 2 days if you do not have PTO for Tuesday in Verint?
Monday- Standard Code-WFH system issue and Tuesday- No Correction Needed
What corrective action should this employee be on?
Refer to picture:
Documented Discussion Attendance
If you update your Verint for 3 shifts with the CRM ABFNRLss code, what will your TimeCheck show for those days?
Absence Review(Pending)