Process
KPI Expectations
Process 2.0
100

Text shift is over, TG! But this client hasn't answered my first response. I should...

What is transfer back to queue?

100

My name is online rate and I'm basically adherence for LP. I should always be...

70% or higher

100

True or False? I should review the information shared with the pre-hand off bot before offering a first response.

What is true?

200

I resolved this client's issues, but they have't answered my request for additional questions in 10 minutes. I should

What is close out the conversation?

200

The client is always right! My LP CSAT should be.

What is 90% or higher?

200

I am stuck with this chatty Kathy, I'm going to miss my scheduled break. I should

What is update #textcrew channel?

300

Don't be an eager beaver. I should be in Pre-End of Shift no earlier than

What is 15 minutes?

300

"Hello, is anyone there?!" My first response to a client should be

What is 2 minutes or less?

300

I need to pick up on this complex chat tomorrow, and the client wants to keep things in LP. I should

What is set a Manual SLA for the chat?

400

My break is in 30 minutes. I should go into pre-break

What is 10 minutes before my scheduled break?

400

True or False? The LP account number is 681777410

What is false? 68177741 ;)

400

I need some quick details on the client and their history. I should check

What is the bot summary?

500

Oooo this one's spicy and needs a supervisor! First, I should

What is transfer to CR-Escalation queue?

500

*Messaged Delivered* "Left on read?" My average response time should be

What is 5 to 8 minutes?

500

This client needs a call and I have the capacity to do so. I should (2 things)

What is alert #textcrew and go into away?