NNBs
Autofails
Metrics
Holidays
100
I took a Chat and/or Call and just answered the customer's account specific questions with out doing this first.
What is Authentication?
100
I didn't use this Mandatory Guideline on my notes earning myself an Autofail.
What is Notes Template?
100
90% is the minimum I want for these two Survey Metrics.
What is ORS and RES?
100
They are sent to kidnap the Sandy Claws {Santa Claus}.
Who is Lock, Shock and Barrel from A Nightmare Before Christmas?
200
A Chat came through but I was away from my work station and didn't change my Status, this will be seen as {Blank}.
What is Refusal To Assist?
200
This customer has an issue with their Cellphone Data usage. I transferred their case to Video Tech.
What is Inaccurate Process?
200
The minimum I need to get each week for this Metric is 10.
What is Case Closures?
200
What is An Angel gets their wings? {From "It's A Wonderful Life"}
300
The customer called me and I answered but didn't say anything and then just hung up. This will be seen as {Blank}.
What is Deliberate Hang Up/Disconnect?
300
I should make sure to leave {Blank} on my case every time I touch it.
What is Notes?
300
The minimum I need to get for this Metric each week is 2.
What is Closed Resolved?
300
The Characters being played by Bill Murray and Carol Kane.
Who is Frank Cross and the Ghost of Christmas Past? {From "Scrooged"}
400
If I have a case in my queue for longer then two to three days with no notes and I was in office at the time, this is seen as {Blank}.
What is Case Camping i.e. Refusal To Assist?
400
I outreached the customer once and they didn't respond, so I closed the case as Responded. This is {Blank}.
What is Inaccurate Process?
400
The minimum Average I need to get for this Metric is 45 Minutes.
What is AHT?
400
He is the youngest of the Addams Children.
Who is Pubert Addams? {From "Addams Family Values"}
500
I assisted the customer with their Tech Issue but now need to transfer them to S&S for a Billing Concern. Before I transfer the case, I apply a Closing Macro to the case.
What is Metric Manipulation?