HC101

DAY 1

100

Time spent by agents on non-call tasks.

Aux Work

200

Tasks an agent completes after customer interaction

ACW / After Call Work

300

Exceeds allotted break

PB | Overbreak

400

A contract between a client and a service provider. Which the operation should met.

SLA | Service Level Agreement

DAY 2

100

September 1 - November 30 (Season)

Autumn

200

Two types of Holidays in the US

Federal Holiday

Observance

300

RDG is the abbreviation of ____?

RIDGE

400

What is the idioms for "Unwell or sick?

Under the weather

DAY 3

100

1925-1945 Generation

The Silent Generation

200

Three-legged tool metaphor

SSA | Pension | Savings

300

Offers high-quality care and person-centered care

Geriatrics

400

2 types of Medicare Plans

HMO & PPO