MDLIVE

Criteria and Points Earned:

• Average Handle Time (Goal is 450 seconds or less; we started with higher thresholds to gradually bring agents down closer to goal while still giving them an opportunity for higher Preselect.  Once we are performing at 500 seconds sustain-ably, we will change the thresholds to drive down closer to the actual goal)

  • < 500 seconds – 2 points

  • 500-575 seconds – 1 point

  • > 575 seconds – 0 points

• Commitment Adherence (Goal is 90% or higher)

  • > 95% - 2 points

  • 88-94.99% - 1 point

  • < 88% - 0 points

Bumps:

• Bump up one Preselect level if AHT is < 450 seconds

• Bump down one Preselect level if CA is < 75%