Show:
Acronyms
IVR
Programs and Tools
General Knowledge
eWFM
100
VSA
What is Virtual Scheduling Assistant?
100
This is where the customer is routed to when they want to move/transfer their services within the West Division footprint.
What is Sales/Retention?
100
This allows ROC members to monitor an agent's phone status.
What is RTA?
100
This is the abbreviation we use for the greater Portland, OR region.
What is PDX?
100
This is where you go to add segments to multiple agent's schedules.
What is Official Segment Worksheet?
200
RTA
What is Real Time Adherence?
200
855-OK-BEGIN
What is the number a customer calls to activate their equipment?
200
Our agents use this to look at a customer's account information.
What is ACSR/CSG?
200
This is a table, program or formula in Excel which pulls data from multiple locations.
What is a pivot table?
200
This is the segment you use when you modify a shift when processing a shift slide.
What is a Make Up segment?
300
CMS
What is Client Management Solutions?
300
This is a message put up to automatically route a customer based on their account number.
What is a Scrape message?
300
This is used for skilling and running reports.
What is CMS?
300
FTE stands for this.
What is Full Time Employee?
300
This segment is used when adding overtime.
What is XTRATM?
400
DRM
What is Dynamic Route Manager?
400
When toggled ON, this feature keeps a customer from going to an agent when there is an outage.
What is Outage Gating?
400
We use this to enter segments/modify schedules for agents.
What is eWFM?
400
This is what we call Division ROC located in Englewood, CO.
What is 183?
400
You can check here to see if an agent is waitlisted.
What is Request Manager/Viewer?
500
ROC
Resource Optimization Center
500
The IVR uses "this" to authenticate, access customer information and account attributes.
What is DAS (Data Access Service)?
500
Agents use this to transfer calls to other departments within the company.
What is OneCTI?
500
The name and/or number assigned to a particular queue.
What is a skill?
500
This is where you can find additional information on an agent such as current/past supervisor.
What is Employee Records/Information?