Login/Out
True/False - SKPI can be logged in with a personal email
What is False
*SKPI must be logged into using a Maximus email address.
The Work tab is used for Scheduling and Forecasting. This is used by which Team?
What is the WFM Team
Which section shows agents handling information in terms of calls, talk time, handle time, etc?
What is the My Performance Tab
True/False - Evaluations are identified by their unique Maximus IDs
What is False
What tab allows agents to view their schedule upon logging into the SKPI portal?
What is the "My Space" tab?
Once you are logged in, which tab will you land on?
What is the SKPI home dashboard
Which tab is used for text analytics?
What is Playbooks Tab
Agents can check their performance statistics for ___ days.
What is 30 days
How do you view the details of an evaluation?
What is Click on the Evaluation ID
From which section can agents access their schedule within the SKPI portal?
What is the "My Space" tab?
How should you exit the Success KPI platform?
What is By clicking the "X" in the upper right-hand corner of the browser.
Which tab is used for Quality Assurance by Leadership?
What is the Evaluations Tab
True/False - The My Performance tab dashboard can not be customized in terms of what statistics and what visualization are shown.
What is False
* The dashboard can be customized in terms of what statistics and what visualization are shown.
True/False - Agents are able to dispute their evaluations
What is True
What is the default view of the schedule when agents log in, which shows tasks?
What is the schedule for the current day
When logging out, always ensure that you close the ___ _______ to exit and never log out manually.
What is Web browser
Which tab is used for Reporting purposes by Leadership?
What is the Analytics Tab
True/False - The My Performance tab allows for agents to customized their dashboards, submit timesheets and request time off.
What is False
How long can agents browse and view the details of evaluations performed against themselves?
What is up to 1 year
What views can agents change the time period of their schedule view to reflect their preference?
What is Day, week or month view
*Agents change the view to reflect any time period of their choice (day, week, or month?
True/False: The view on the SKPI home dashboard is the same for all users, regardless of their role.
What is False. The view on the SKPI home dashboard varies based on the user's role.
The MySpace Tab is used to view _________, __________ and ___________.
What is Performance, Evaluations and Schedules
How do you navigate to My Performance tab ?
What is Navigate to MySpace > My Performance
Name at least 4 details that can be viewed in a Evaluation ID.
i.Evaluation ID
ii.Date
What is:
iii.Queue Name
iv.Agent Name
v.Queue Division
vi.Evaluator Username
vii.Evaluation Questions/Answers
(Must state at least 4 details for the answer to be correct)
In the weekly view of the schedule, what do grey tasks indicate?
What is tasks that have already occurred and surpassed the current timestamp