Show:
'A'utomatic
'D' Data
'P' Process
Monitoring your
Call Centre
Let's go for a
'S'hort Drive
'Phone' a friend?
Outlook
100
We need to input this to ensure we can track late clock in's and early clock out's
What is a Schedule?
100
paradex 1234
What is the common username and password for RCC?
100
This spreadsheet on the S Drive shows the breakdown of what INSCO's are handled by which interviewer. In addition it also has language spoken data and cross trained interviewer data.
What is the Mass Assign List?
100
This login is required to make outbound calls (non intercom calls).
What is RSI login?
100
Emails need to be moved into this folder in the Supervisor Mailbox when escalations are received and have been forwarded to the QA team.
What is the pending folder?
200
These are assistive in seeing, only the employees that you want to see, when approving timecards or inputting schedules.
What is a filter?
200
This image launches the real time screens for call monitoring.
What is a stop watch?
200
This word document is created on a monthly basis by the supervisors and manager and has to be saved in the S drive so everyone can see who is working for assigning appts. etc.
What is a schedule?
200
This display shows up when you are trying to log into the RSI login and the RSI computer has crashed.
What is "Feature 990"?
200
You have to do this to an email when you assign it to a fellow supervisors pending folder so they are aware that they have an outstanding item to be handled in the supervisory mailbox.
What is marking as unread?
300
These need to be fixed each pay period in order for Amy to process payroll
What is an exception? OR What is a timecard exception?
300
This status shows up when an interviewer completes an inbound call from the queue and hangs up.
What is "Break Time"?
300
This pdf document shows who sits where and which phones outbound with the caller id of TD, SLF or PX.
What is a floor plan?
300
When logging in, press this button to log into specific queues instead of all the queues.
What is "CHNG"? OR What is the "Change" button?
300
This is the supervisors mailbox password.
What is Ps14112!
400
These save you a lot of time each month because you don't have to input them for employees who work set shifts.
What are recurring schedules?
400
When an applicant hangs up after waiting in the queue without leaving a voicemail or speaking with a representative, the call shows up under this Status in the Call Detail screen.
What is "Abandoned"?
400
This is available on the BB server floor plan that helps us kick out "ghost logins" if the interviewer is unable to see their own recordings when they make a test call.
What is a device id number?
400
This display message triggers BB to listen for the log in buttons depressed on a device to identify the user.
What is "Agent ID:"?
400
This colour is used to flag items that are escalations.
What is red?
500
When it is close to the end of a fiscal year and the beginning of a new fiscal year, you can approve time off's by granting this Earnings code for the new year.
What is a "Future vacation" earnings code?
500
This report helps breakdown the amount of time spent on different statuses (for e.g. Available, not available, break time etc.) and also shows the number of outgoing calls made and number of incoming calls received.
What is Agent Activity by Agent?
500
This report is also available on the S Drive and helps management stay on top of our most important target in this industry, by which our performance is measured!
What is a TAT report?
500
We need to know this feature code to conduct live listening.
What is Feature 905?
500
If IT sends and email warning about mailbox capacity you are to do this to the supervisory mailbox and its folders.
What is archive?