KPI Refresher

1.

1 point

What chart would you refer to for a KPI breakdown by interval?

maxview@minacs.adityabirla.com

DSE Reports

Charted Interval Report

Netflix SL Status

2.

1 point

AHT- TL's assigned to this metric should be responsible for calling out long calls. This should begin with calls that have exceeded 8 minutes

True

False

3.

1 point

if there are 0 agents in available, 3 in AUX 4, 2 in AUX 8, 3 in AUX 9 with 45 calls in queue at a 4.5 minute wait time. what would be your first action?

Put everyone in AUX 4 back on the phones

Do nothing

reach out to Tier 3 to see if there's an outage

put everyone including CSR2s on the phones

4.

1 point

Schedule Adherence- TL's assigned to this role should be responsible for calling out breaks, lunches and unapproved aux codes.

True

False

5.

1 point

Identify all KPI's

AHT, Dsat, Survey Response

OCC, SLA

Schedule Adherence

All Of the above

6.

1 point

TL's are required to continuously monitor both IEX and CMS

True

False

7.

1 point

Tools to keep agents productive should include

group calibrations

AHT modules

CSR Quizzes

All of the above

8.

1 point

Managing OCC/SLA includes

closely monitoring IEX

freeing up availability

keeping availability wait time within 1.30

All of the above

9.

1 point

Charted Interval Report should be sent every

Every Odd Hour

Every Even Hour

Every Hour

Interval

10.

1 point

If we were to sustain an availability wait time of 1 minute for an entire interval, OCC for this interval will be...

70%

80%

90%

100%

11.

1 point

Calling out long calls and coaching to keeping it simple is the best way to control AHT

True

False

12.

1 point

If we were to sustain an availability wait time of 1 minute and 30 seconds for an entire interval, OCC for this interval will be...

65%

75%

85%

95%

13.

1 point

Our OCC Goal is 78%

True

False

14.

1 point

AHT is an acronym for

Average Hold Time

Average Handle Time

Average Hold Target

Average Handle Target

15.

1 point

If there were 15 agents in available with a 3 minute wait time, on average, how many agents should be pulled to bring availability with in 1.30

1-3

4-6

7-10

15

16.

1 point

Our new Dsat goal is

6.5%

5%

5.5%

6%

17.

1 point

There are 20 agents in Aux 4, 22 calls in queue with a 1 minute 40 second wait time. what would be the appropriate action?

Put 10 agents on and gauge the queue wait time

Cancel all offline activity

Put all agents back on the phones

Let the queue level its self out on its own

18.

1 point

What report would tell you if an agent called off or not

Charted Interval Report

Netflix SL Status

maxview@minacs.adityabirla.com

All of the above

19.

1 point

There are 15 agents in Aux 4, 3 calls in queue with a 15 second wait time. how many agents would you placed on the phones (if any)

0-5

5

10

15

20.

1 point

OCC/SLA- TL's assigned to this metric will be tasked with ensuring our 80/60 SLA expectations and 80% OCC goals are met.

True

False

21.

1 point

Closely monitoring CMS helps prevent us from missing SLA

True

False

22.

1 point

If there are 7 calls in available with a 2 minute wait time & 5 calls in queue with a 1 minute 30 second wait time. what would be the appropriate action?

Submit a ticket & contact Op's

Call tier 3

Submit a ticket to Shared services

Call Service Desk

23.

1 point

SLA is an acronym for

24.

1 point

KPI is an acronym for:

Key Performance Indications

Key Performance Insight

Key Performance Indicators

Key Performance Inc.

25.

1 point

Our SLA goal is 85/60

True

False

26.

1 point

Closely monitoring IEX is the best way to manage OCC

True

False

27.

1 point

Our OCC goal is

85

95

80

90

28.

1 point

If we were to sustain an availability wait time of 3 minute for an entire interval, OCC for this interval will be...

70%

80%

90%

100%

29.

1 point

Our UK Dsat goal is

5.5

6.5

7.5

8.5