QA
QA grades what kind of calls?
What are inbound calls
What is the call in email address to contact if you cannot work, will be late, or will be leaving early?
What is CAI - KC - Support - Callin <KC.Support-Callin@coxautoinc.com>
What does Adherence measure?
What is how closely you follow your schedule
When using the 3 day close process, which days should the PM be included in the email correspondence?
What is day 2 and day 3
How long does an occurrence last?
What is 12 months. Ex. 1/1/25 to 1/1/26
What is the goal for overall QA score for the month?
What is 80%
True or false? KB's can now be sorted by Brand
True! When searching in the Knowledge section of SFX, you can now filter down to the specific brand of KB's you are looking for
What is the case number of the case in SFX that covers all requirements for QA documentation?
What is case number 04102870
When should you let your supervisor know if you are having tech or phone issues?
Immediately report those, and the IT ticket number if available
What percentage of your cases should have a Knowledge Base article attached?
What is 50% or more
If you have a dealer that needs to speak to a supervisor, a question about a process or next steps, or need leadership guidance in general, what chat should be used in Teams?
What is the Leadership Questions Chat
What is the name of the Knowledge Base article that spells how exactly how to get 100% on the auto QA?
What is VS-I Auto QA – Call Flow & Achieving 100%
When is a half occurrence issued rather than a full occurrence?
For any unscheduled time missed that is more than 5 minutes, but less than 2 hours.
EX: logging in 6 minutes late, logging out 20 minutes early, coming back 12 minutes late from lunch
How is the Closed Per Hour Metric measured?
What is the number of closed cases divided by the amount of productive hours
Count Closed Cases owned by Agent / SUM(Avail hours + Busy Hours + Hold Hours + ACW Hours + Talk Hours)
What steps should be completed before calling Internal Assist Desk for assistance?
What is:
Ticket documented
Referenced any previous tickets
Look for and attach any KB's
Check with peers
What is currently our biggest opportunity in overall QA scores?
What is the Branded Closing of the call or Offering Additional Assistance
In what instances are occurrences doubled?
During training/nesting
The day before, of, or after a holiday
No call no show
What is the difference between the overall CSAT Score and the Effort score?
CSAT = overall survey score
Effort = the survey question about the service they received from a specific team member
What are our sister retail brands?