WFM Interview Questions And Answers | WFM Knowledge | Call Center

[@mageshwaranmeena1724]

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...

[@Techno49]

Thanks, to find out capacity, need headcount, shrinkage, occupancy, AHT

[@mirasolramirez2932]

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? 🤔

[@Techno49]

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

[@nidhisharma-th4ku]

Sir I have 4year experience in retail in which we study about business and customer setisfaction does it will help me in interview

[@Techno49]

Hi, questions may be different pls but end result is all about having knowledge of questions being asked.

[@deek8765]

what is the top skill in this field? in 2023? how an a fresher or entry level begin their career?

[@Techno49]

Top filed in WFM is capacity planning , but need to start from beginning which is RTM

[@rajivhait1855]

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 .

[@Techno49]

Thanks, Actually I have not got in PDF. i have put around approx 40 plus videos on WFM.

[@vishugautam2002]

Agar aapke pass koi PDF ho toh aap hi bta do hume

[@virenderkaul5846]

very good, keep it up

[@Techno49]

Thanks

[@dharmendrakumarsingh8361]

Good video sir

[@Techno49]

Thanks

[@yumimarievlog100]

9

[@Techno49]

Great, please check out other questions and answers videos and share also if like.

[@amulyarawat7921]

Much appreciated for your work

[@Techno49]

Thanks

[@shortseditor6577]

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 ?

[@Techno49]

Thanks, this formula is applied when you are calculating aht for 1 day or 1 call or 100 calls

[@KiplingGeorgia-e6p]

Lopez Patricia Davis Mark Robinson Melissa

[@Techno49]

Thanks

[@DagmarDhosane]

061 Priscilla Circles

[@Techno49]

Thanks

[@nickvalera1017]

I got 10/10

[@Techno49]

Good to hear, pls check out other questions also in other videos in our KZbin channel

[@vishalsingh9224]

10

[@Techno49]

Good, pls check out part 2 and part 3 WFM Q n A also

[@Daily_DasBAbu]

Sir wants to know about the break plotter?

[@Techno49]

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.

[@Daily_DasBAbu]

@@Techno49 thanks for the help, i am trying to do manually sir

[@Techno49]

@@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.

[@Daily_DasBAbu]

Ok sir

[@SandeepKumar-rb3oo]

Hi sir I need your help to crack the interview please

[@Techno49]

Please check out other videos on my channel, which has important interviews videos

[@nareshcp30]

6/10 tnx though

[@Techno49]

Thanks for checking out

[@FredGilbert-p3j]

2630 Gerlach Inlet

[@Techno49]

Thanks

[@MatthewMosely-p4x]

Perez Jennifer Wilson Betty Allen Dorothy

[@nickvalera1017]

10/10

[@Techno49]

Thanks

[@lungisatoli6288]

7

[@Techno49]

Thanks, Check out other WFM questions videos. I have uploaded 7 parts.

[@vishugautam2002]

Inke answers agar hame pta hota toh kya hum aaapki ye video dekhte bhai yr answer btao inke

[@Techno49]

Thanks, Answer bhi hai video mein bhai, full video dekho

[@vishugautam2002]

@@Techno49 bhai usmai jo language use hui hai vo samaj nhi aa rhi hai aap mujhe personally massage krke bta skte ho

[@kristalebaldisimo404]

6/10 😅😅😅

[@Techno49]

Thanks for watching. I have uploaded 6 parts of Q n A WFM. you can check out them also.😀

[@SaalimKhan-t5d]

*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!

[@Techno49]

Yes pls you can grow in WFM, and job is also secure as compared to agents profile since WFM comes into support functions

[@najiyakhatun3611]

9/10😂

[@Techno49]

Great, pls check out other WFM question and answer video, total 6 part.

[@daviddiaz3158]

Lo necesito en español jsjsjs

[@Techno49]

Hi, please change language

[@FareedKhan-gi8sy]

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

[@Techno49]

Hi, I have covered all your questions in video title, IEX Tool interview question