Ø Absentees: no of people absent/no of people rostered
Ø Utilization : Available/Grand Total (excluding breaks)
• Employee utilization refers to the amount of an employee's working time that is used for
billable work Employee utilization rate is the percentage of an employee's total working
hours spent doing work that can be billed vs. administrative tasks.
• Utilization (Penalty):If Associate not meeting utilization score will -1
Ø Occupancy: assigned time/available time on tool
Ø Attrition : no of resignations/ total no of head count. (Should be less than 5%).
100*[N/(B+E)/2] N- No agents quit during the month. B - No agent at start of the month. E -
No agents at end of the month.
• Attrition is the departure of employees from the organization for any reason (voluntary or
involuntary), including resignation, termination, death or retirement the attrition rate
formula is: Attrition rate = (No. of separations / Avg. No. of employees) x 100.
Ø AHT : (HT+NHT)/total job count processed.
Ø Accuracy: This is the most important metric and target to be reached by everyone week-on-
week.(90% is the internal target).
• Accuracy- Audit base system
Ø Aux code Hygiene: usage of Aux codes in the right manner
Ø AWD(Automatic Workflow Design): Job IDs are setup in a way where the IDs will flow
automatically from all the queues which are aligned for project.
Ø Quality Module: RPA(reviewer protocol accuracy) Tool will consider the decision which is
marked 95% as same decision(that Id will be considered as super majority ID). The remaining
5% IDs will flow to quality for final decision.
Ø Quality Bonus Point:
• 0 Focus Issue in weekly quality file will 5 Points
• 1 or More Focus issue in weekly quality file will be -1 Points
Ø Leaves: To be prioritized for emergency situations & try manage the leaves than can be
cancelled.
Ø Will issue: Would like to ask his/her interest & future plans. I would explain further
opportunities within the organization and will support and guide
Ø Skill Issues: First, I would like to train him where he/she is facing issue. In further, I will
provide coaching/training which will help in to improve his metrics.
Ø R.C.A: Root Cause Analysis helps to identify the area which is denting our metrics. Eg: By using
this RCA we can find out the area where our accuracy or any other metrics is in downward
trends Goals Attitude Success Idea Support Performance • Team work is one of the
important thing where team lead should follow • Maintaining Transparency in team. •
Motivating team members • Always supporting team members. • Care for health and safety
of people • Conflicts Resolving .
Ø What is RPA? Reviewer Protocol Accuracy (RPA) is an injection model based on a curated set
of samples through an expert-backed testing system. In this system, multiple reviewers
make a decision on a single test job, and the reviewer answers are compared to a correct
decision to determine correctness. Features Highly reliable system built on stable
infrastructure with constant system monitoring & support Enables skill-based measurement
of reps, including on high severity/low prevalence skills
Ø pdo -- we are working based on service level agreement
Ø co-- we are working based on community ops
Ø Shrinkage is a workforce management metric that refers to time in which agents are being
paid but are not available to handle interactions. There is planned shrinkage, like agents
being scheduled for staff meetings and trainings, and there is unplanned shrinkage, like an
agent calling out sick or on vacation.
• Calculation of Shrinkage = Planned Shrinkage + Unplanned Shrinkage. / Total headcount
Occupancy : employee occupancy means an area where employees spend most or all of
their workday,
Ø Dispute Rate : Total Number of Dispute /Total Number of Errors ABS
Ø Habits of Wipro Being Respectful, Being Responsive, Always Communicating, Demonstrating
Stewardship and Building Trust.
Ø Wipro Policies Data integrity Sexual harassment compliance Leave policies
Ø through put: assigned time/total no of job count processed
Ø Self intro, Roles and responsibilities, shrinkage , Utilization , Occupancy ,through put Formulas
and percentages Goals , Aspects of Wipro, conflict management, PCCP
Ø Spot Check: 4 Jobs for rater per week to be audited from job level data>=95%, 5>=90% to
<95% 3>=85% to <90% 2<85% 1
Ø Compliance: JLD - holding malpractice; in prod - away from system; tabs; password sharing;
behavioral issue; RMAC SIRs; HR issues; non-adherence to shifts without approvals;