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Status | Definition | Time Allowed in Status |
Ready (Voice) | On call or waiting for a call | Should be in this status the majority of the day |
Ready For | On call or waiting for a call | Use the Ready (Voice) status |
After Call Work | Used to wrap-up/leave notes for calls | 2 minutes on average |
Lunch | Lunch | 30 minutes for a standard 8.5 hour shift |
Meeting | Team meetings; One-on-ones; Coachings | Use only when scheduled by management |
Break | 2 - fifteen minute breaks are allotted per for standard 8.5 hour shift | 2 - fifteen minute breaks for standard 8.5 hour shift |
Manual OB | Searching for a previous shopper to dial. | No more than 2 min on average |
Training | Agent trainings, Product Certifications, or Bridge assignments | Only use when there are training assignments |
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