WFM QUIZ

Contact Center Metrics

100

What does AHT stand for?

Average Handle Time

200

Which metric measures the percentage of calls that were abandoned?

ABR (Abandon Rate)

300

What is the difference between ASA and ATA?

• ASA = Average Speed of Answer (time to answer a call)

• ATA = Average Time to Abandon (how long callers wait before hanging up)

400

If a customer hangs up before reaching an agent, which metric would increase?

Abandon Rate (ABR)

500

Explain how ACD, ASA, ABR, and AHT work together to influence overall service level performance.

• ACD routes and manages calls.

• ASA reflects how quickly calls are answered.

• AHT measures how long agents handle each contact.

• ABR increases when ASA is high (slow answers).
  Together, long AHT or poor routing (ACD) can increase ASA, which leads to higher ABR and lower service level.

Activity Types (WFM / Scheduling Activities)

100

Which activity type is used to schedule Phone Time, In‑Service, Back Office/WQ, or Chat?

Add Activity

200

Which activity should be used for meetings, trainings, or IT issues that apply only to the agent?

Add Personal Activity

300

What is the difference between “Add Part Day Absence” and “Add Full Day Absence”?

• Add Part Day Absence = Partial shift absence (late arrival, early departure, part‑shift PTO)
• Add Full Day Absence = The agent is out for the entire shift

400

Which activity allows you to keep the same time frame but change the type of scheduled activity (example: switching a break to training)?

Edit Activity

500

Explain how Move Shift, Remove Shift, and Move Overlapped Activity differ when modifying a schedule in WFM.

• Move Shift = Moves the agent’s entire shift to start at a new time
• Remove Shift = Deletes the entire shift from the schedule
• Move Overlapped Activity = Adjusts activities that conflict or overlap with each other without removing or recreating them

Applications & Tools

100

Which application is used for taking calls, chats, and voicemails?

Five9

200

What is Workday used for?

Tracking employee information (compensation, job structure, benefits, etc.)

300

Which tool allows employees to complete education and training modules?

Learning Universe (LU)

400

What does ServiceNow (SN) primarily handle within ESL?

Submitting tickets and requests

500

Compare how Calabrio, Five9, and Workday support operations.

• Calabrio = Scheduling & reporting
• Five9 = Handling live contacts (calls, chats, emails)
• Workday = HR and employee data management
  Together, they support staffing, performance, and employee administration.

Workforce & Scheduling

100

What does OT stand for?

Overtime

200

What does Adherence measure?

How well agents follow their scheduled tasks/activities (ESL requirement: 93%)

300

What does WFM stand for and what does it do?

Workforce Management; oversees staffing, scheduling, and forecasting.

400

Explain the difference between PTO and VTO.

• PTO = Paid Time Off

• VTO = Volunteer Time Off (paid time off for volunteering)

500

Describe how shrinkage impacts staffing requirements and scheduling.

Shrinkage accounts for non-productive time (breaks, meetings, training, absences). High shrinkage means more agents must be scheduled to meet service level.

Departments & Job

100

What does CCA stand for?

Customer Care Associate

200

Which team assists Providers?

PRS/PrS (Provider Support)

300

What is the role of the Tech Lab?

Runs tests on returned kits/samples.

400

How does the PSIS differ from a regular CCA?

PSIS supports CCAs by handling escalations and answering their questions; CCAs handle direct patient/provider calls.

500

Compare SP, Tech Lab, and IAS and their roles in specimen processing.

• SP (Specimen Processing) receives and prepares kits.

• Tech Lab performs testing on the samples.

• IAS provides technical support for lab equipment and processes.
  Together, they ensure samples are properly received, processed, and tested.