Success Metrics
Adherence Goal
What is 85%
Method that allow users to view staffing timeline, forecasting, and reporting with greater granularity.
What are "Filters"
Upload interval duration in BPO Manager
Schedules are generated weekly by this day.
What is Wednesday?
Link to access CF1, Amazon Connect, Zendesk.
What is go/login?
Shrinkage Goal
What is 25%
Section to modify published schedules?
What is the "Timeline" or "Staffing Timeline"?
Response time for 30/60/90 Day commitment email.
What is 72 Hours?
Schedules are published X number of weeks.
What is 6?
CF1 Tool that allows status changes.
What is "Omni Supervisor"?
Voice Service Levels
What is 100% at 300 sec or What is 100% at 30-min
Section where we can verify queue and role assignments.
What is "People"?
Timezone commitments are uploaded.
What is Americas/Los Angeles
Partner Training Expectations
Name of the dashboard in CF1 for queue monitoring.
What is "$WFO RTM MSG & Email Queue Monitoring"
Messaging Service Level
What is 90% at 7 minutes?
Section where requirements are uploaded.
What is BPO Mananger?
Required delivery day for weekly Capacity File updates.
What is Monday?
Live schedules are published here.
What is "CCO Default Schedule"? (Cash)
What is "Default Schedule"? (Tidal)
Tool used for Tidal queue management.
What is "Zendesk"?
What is 95% - 105%?
Tool that integrates Hierarchy in Assembled.
What is "Workday"?
Required time for commitments to be uploaded in BPO Manager.
What is EOD Friday, following receipt of commitment email?
Partner Scheduling Meeting Expectations
What is a completed Section 4 Concentrix Insights/Highlights?
Name of Amazon Connect dashboard that provides a real time updates.
Hint: it is in Dashboards
What is "RTM Cash Card Only Dashboard"?