Special Schedules
Connect Inbound time is in daily rotation for how much time daily per agent?
Hour and a half. 1.5 hours
Name of the IVR that can be changed due to weather updates affecting opening or closure of the offices.
Weather Updates
One team's PTO we do NOT manage?
Connect (All Ring groups / queues)
What day does Adam generate and send out the Scorecard?
Monday
MSS has a SL goal of 90%, what is Connect's SL goal?
90%
What Connect agents have other than normal schedules?
Shaylee Brimhall (connect) has a rotating schedule
Gabby N (Connect) has a rotating schedule
Connect IVR queue: Connect Access plus Priority will roll over to what queue after 300 seconds (5minutes)?
Connect Access Priority
Who can override the Maximum PTO allotment?
Manager or Sr Ops manager if manager is not available
How many Hours are allotted daily for MSS? Tues - Thurs or Mon & Fri.
48 Hours Monday and Friday
64 Hours Tuesday - Thursday
Where can you find the Shift change requests?
WFM folder > Shift Requests
Which MSS agent has a custom schedule for adherence?
Latasha Stewart Has 2 additional breaks at any time
What are our IVR standard business Hours?
6a MT - 6p MT Mon - Fri
9a -2p MT Sat.
Where can we find Holidays for PTO?
The Handbook or the "Holiday" tab in the PTO Tracker
Angie's Dog Name
Honeybun
Al once played which sport?
Basketball
What agent(s) have more than 2 breaks a day?
1 or more agents qualify as correct
Mandy P has 4 Scheduled Breaks and a lunch
What is our SL time in seconds for all queues? 90% in _ seoncds.
30 seconds
How many hours are allotted for BMMS daily?
8 Hours, more with manager approval & coverage
How many ESS agents do we have currently?
10
Andre Herrera Ash Crandall Aubrie Ortiz Eduarda Wright Isabel Arambula Ivan Beckstrom Jade RuizMichael Mower. Nathalia Lara. Sidney Brown
Nichole served in what branch of the military?
Navy
Our New-ish ESS schedules are what color?
Light Gray
Our general scheduled break rules are separated into what 3 Break options?
Early, Mid and Late
PTO is divided into 5 sections. MSS; multichannel; ESS; BMMS & ???
Document / Fax Team
How many Multichannel agents do we have?
~41
The Newest Connect Lead / Team?
Team Shcrreisha Facan / Connect Team