WFM Interview Questions And Answers | WFM Knowledge | Call Center
Вставка
- Опубліковано 12 вер 2024
- WFM Interview Questions And Answers | WFM Knowledge | Call Center
This video has 10 common questions and answers WFM call center questions simple . Please mention in comments section about how many correct answers you had.
#WFM
#QnA
#callcenter
Thanks for watching. 💥 🔥💥 🔥
Please subscribe, share, like. ✔️✔️✔️✔️
Edit by- Techno49
Managed by- Techno49
UA-cam Channel - / @techno49
Please subscribe, it is FREE 🙂 🙏🙏🙏✔️✔️
✚ Please share this video in social sites (Facebook, Google +, Twitter, Reddit and other social sites.) 💥 🔥💥 🔥
✚ Thanks for watching! Don't forget to SUBCRIBE, Like & Share my video please if you enjoy it! Have a nice day!
Just for information, below information. 💯 💯
FAIR-USE COPYRIGHT DISCLAIMER
Copyright Disclaimer Under Section 107 of the Copyright Act 1976, allowance is made for "fair use" for purposes such as criticism,
commenting, news reporting, teaching, scholarship, and research. Fair use is a use permitted by copyright statute that might otherwise be infringing.
Video is made With the intent of educating and inspiring others.. Creativity is done by techno49
However, If any one has any issue, please contact me at email below
harinder.dagar79@gmail.com
Question number 7. Isn't enough AHT and staffs count itself to find capacity? I think If we try to give answer rate then only call volume is required...
Thanks, to find out capacity, need headcount, shrinkage, occupancy, AHT
very good, keep it up
Thanks
Robinson George Thomas Carol Hernandez Kimberly
Thanks 👍
Much appreciated for your work
Thanks
Question 10: Is this formula applied on a single call or combined Talk time+ hold time+ call work /call answered for that day or Weak or month ?
Thanks, this formula is applied when you are calculating aht for 1 day or 1 call or 100 calls
q8 should it be agrnts should be happy if they have high occupancy, it means the account is prosperious and the client's trust the bpo company? 🤔
If real time occupancy is higher than targeted occupancy of 80 or 85% and real time occupancy is running at 90 or more than that, company will get the maximum profit but on the other side agents would be getting back to back calls or chats which would make them burnt out due to excessive workload
Thank you for your video,
I am looking for Study Material / Kit for WFM Metrics / Parameters like in PDF File Format , If you able to provide me that would be very beneficial for me for learning more about WFM .
Thanks, Actually I have not got in PDF. i have put around approx 40 plus videos on WFM.
Agar aapke pass koi PDF ho toh aap hi bta do hume
061 Priscilla Circles
Good video sir
Thanks
Sir I have 4year experience in retail in which we study about business and customer setisfaction does it will help me in interview
Hi, questions may be different pls but end result is all about having knowledge of questions being asked.
what is the top skill in this field? in 2023? how an a fresher or entry level begin their career?
Top filed in WFM is capacity planning , but need to start from beginning which is RTM
2630 Gerlach Inlet
I got 10/10
Good to hear, pls check out other questions also in other videos in our UA-cam channel
6/10 tnx though
Thanks for checking out
10/10
Thanks
Sir wants to know about the break plotter?
Break plotting is depending on staffing available, shift hours, shrinkage. need to have break as per call volume. during non peak intervals, maximum breaks can be released to have higher staffing available during peak hours. break plotting can be done through software IEX, VERINT etc or manually if no software being used.
@@Techno49 thanks for the help, i am trying to do manually sir
@@Daily_DasBAbu manually you can do depending on staffing pls. if there is a 50 staffing so aux or break can be 10% of staffing available. staggered breaks and adjust according to call volume pattern.
Ok sir
10
Good, pls check out part 2 and part 3 WFM Q n A also
9
Great, please check out other questions and answers videos and share also if like.
Hi sir I need your help to crack the interview please
Please check out other videos on my channel, which has important interviews videos
Inke answers agar hame pta hota toh kya hum aaapki ye video dekhte bhai yr answer btao inke
Thanks, Answer bhi hai video mein bhai, full video dekho
@@Techno49 bhai usmai jo language use hui hai vo samaj nhi aa rhi hai aap mujhe personally massage krke bta skte ho
9/10😂
Great, pls check out other WFM question and answer video, total 6 part.
Anderson Charles Rodriguez James Brown Margaret
6/10 😅😅😅
Thanks for watching. I have uploaded 6 parts of Q n A WFM. you can check out them also.😀
7
Thanks, Check out other WFM questions videos. I have uploaded 7 parts.
*Can you tell if we can grow our career in RTA and WFM, also, is this job more secure than calling and chatting? please share your experience!
Yes pls you can grow in WFM, and job is also secure as compared to agents profile since WFM comes into support functions
Lo necesito en español jsjsjs
Hi, please change language
I need the answer below q -
Choose formula to compute CPH and EPH
Transaction handled / Productive hour
Productive hours / Transition handled
Cases handled / Login hour
All of the above
Kailash is younger than Janvi. Chandu was born after Kailash. Janvi is older than Chandu. If the first two statements are true, the third statement is
True
False
No relation
Insufficient data
Formula component for Utilization will include:
Scheduled time, Talk time, Hold time, Call work, Available time and idle time
Scheduled time, Talk time, Hold time, Call work, Total aux time and idle time
Staffed time, Talk time, Hold time,
Call work and available time.
Staffed time, Talk time, Hold time,
Call work, Available time, Total aux time and idle time.
If 75% is the target of the month for
CSAT. Then from the given data compute if the program has met the target?
Met
Not Met
Exact 75%
tricufficient data
Which of the given is NOT a valid option while setting up a new account in IEX?
Forecast objectives
Distribution rules
Future activities
Requirement allocation
Why would your contact center need a WFM tool like IEX?
Reduce the amount of effort spent on forecasting, scheduling and real-time management
Consistently achieve your service level goals or desired agent occupancy
Automate shift swaps between agents
Cut costs, e.g. by scheduling agents more efficiently and thus 'doing more with less'
All of the above
Which option is NOT available under time off manager?
Time off groups
Move agents
Accrual tables
Future activities
What is the maximum coverage duration that can be pulled from weekly staffing in one go?
1 day
7 days
365 days
30 days
What is required to be updated under queues to get actual data feeds?
Skills
Queue tags
Queue history
Staffing tables
What is the use of forecast objectives in IEX?
Update forecasted calls and AHT
Update seat limits
Update SL targets
Update shrinkage
Which one is the correct option to release schedules in IEX?
Release schedules
Schedule release portal
Schedule change policies
Schedule viewer release dates
What is the possible cause behind no RTA Feeds?
Queue tags not updated
ACD details not updated
Agents skills not updated
Agent availability not updated
Is skill and agent skills under administrator tab the same thing or different?
Different
Same
Which of these is NOT a selector menu option in IEX?
Administrator
Planner
Scheduler
Forecaster
Which is NOT an option under scheduler>>work rules?
Daily rules
Weekly rules
Monthly rules
None of the above
Can we do real time management through IEX as we can do through Avaya - Call Management System (CMS)?
Yes
No
Three candidates contested an election and received 1136, 7636 and 11628 votes respectively. What percentage of the total votes did the winning candidate get?
57%
60%
90%
65%
What is an active forecast in IEX?
Short range forecast
Medium range forecast
Long range forecast
Forecast range to create schedule
All of the above
Can we assign more than one ACD to an agent in IEX?
Yes
No
When is agent availability used in IEX?
Managing time off
Adjusting forecast
Applying future activities
Scheduling agents
Which one is NOT a type of scheduling method in IEX?
Erlang scheduling
Automatic agent assignment
Shift bidding
None of the above
Where do we update agent's ACD details for real time adherence?
Agent profile
Agent availability
Agent states
Agent definition
What is flow chart?
A diagram of the sequence of movements or actions of people or things involved in a complex system or activity.
A graphical representation of a computer program in relation to its sequence of functions (as distinct from the data it processes).
Both A and B
A graph of time bound actions plotted on X-axis and Y-axis.
If you are based out at Gurgaon, you can carry forward the maximum number of leaves at the end of every calendar year?
26 26
29
40
30
Hi, I have covered all your questions in video title, IEX Tool interview question