Real Time Management
Systems that are integrated with Assembled
Amazon Connect & CF1 (Salesforce)
File type that must be used to upload commitments in BPO Planning.
CSV
This Jira request type is used when new hires are loaded in Assembled and need their queue assignments updated.
New Hire Assembled Updates
In Assembled heatmaps, this color typically represents intervals where staffing is below requirements.
Red
This tool is used for routing voice calls, tracking call metrics, and monitoring live agent statuses.
Amazon Connect
Report used to monitor adherence in Assembled.
Real Time Agent Analysis
Scheduled Monthly. Attendees include Cash Planners, VMO, Leadership; Partner WFM Planners and, WFM and Operational Leadership
Monthly Capacity Review meeting
All official training requests from Learning & Development are communicated through this platform.
Slack
This Assembled feature allows you to compare interval-level requirements, commitments, and current schedules for a site and queue.
Staffing Heatmaps
This is the internal name for Salesforce, used by advocates to manage cases and customer interactions.
CF1 (Cash Force One)
Voice and Messaging SLA's
Voice : 90% in 30 min (90% in 2 min for House 1 Priority)
Messaging : 90% within 7 min
By the end of the day on the Friday following the receipt of the formal commitment emails.
Commitments must be uploaded into the BPO Manager
This meeting, held twice per month, includes a “look back” in the first meeting and a “look forward” in the second meeting.
$WFO + Sutherland Scheduling Review
When applying schedule templates, this option will retain any PTO or manual schedule adjustments already made to the staffing timeline.
Keep customized events (Keep manually edited events)
This ticketing tool is used to request profile updates, new role assignments, and resolve onboarding issues in Assembled.
Jira
The enterprise support team responsible for overseeing live operational performance across all Block customer support channels.
The RTM Command Center
This document, updated weekly by EOD Friday, tracks required hours against projected hours, actual hours, shrink, attrition, and new hire planning for each LOB and location.
Partner Capacity Planning Document
This file consolidates team lead assignments, LOAs, workflows, and shift details into one place for clear visibility and planning, though it’s not a required document.
Master Schedule File
This Assembled report, primarily used by WFM, identifies which events are used most often, by whom, and is useful for spotting attendance trends and tracking shrinkage.
Schedule Analysis Report
This business intelligence platform is used to analyze and visualize data in real-time through custom dashboards and reports.
Looker
Partner Responsibilities for WFO Pulse Meetings
Staffing Review (Actuals vs Locks, VTO hours, ET hours)
Shrinkage Review (In and Out of office)
Challenges or scenarios for RTM awareness
This coverage metric measures the delta between the requirement percentage distribution and the scheduled percentage distribution by interval, with a goal of at least 85%.
Schedule Efficiency
When creating or cloning schedule templates in Assembled, this type of event should not be included because it does not recur on a weekly or bi-weekly cadence.
Non-recurring events; Ex.Vacation or Sick time
This Assembled feature allows you to see hours spent on lunch, breaks, total scheduled, and productive hours directly on the Staffing Timeline.
Additional Columns
This internal tool is used to automatically assign cases for Messaging and Voice advocates, with availability status determining case assignment.
What is: OMNI