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I applied via Naukri.com and was interviewed before Dec 2023. There was 1 interview round.
Occupancy refers to the percentage of time agents are busy on calls, while utilisation refers to the percentage of time agents are available to take calls.
Occupancy is the ratio of time spent on calls to total logged-in time, while utilisation is the ratio of time spent on calls to total available time.
Occupancy is a measure of how efficiently agents are being utilized, while utilisation is a measure of how effectively...
Service level is a key performance indicator that measures the percentage of calls answered within a specified time frame.
Service level is typically expressed as a percentage, such as 80% of calls answered within 20 seconds.
Factors affecting service level include call volume, staffing levels, average handle time, and scheduling efficiency.
Improving service level often involves optimizing workforce management strategies...
I applied via Approached by Company and was interviewed in Feb 2022. There were 3 interview rounds.
WFM metrics are key performance indicators used to measure the efficiency and effectiveness of workforce management processes.
WFM metrics include service level, occupancy, adherence, forecast accuracy, and shrinkage.
Service level measures the percentage of calls answered within a certain time frame.
Occupancy measures the percentage of time agents are actively handling contacts.
Adherence measures how closely agents foll...
AHT calculation from given scenario
Identify the total talk time and total hold time for a given period
Add the total talk time and total hold time
Divide the result by the total number of calls handled during the period
The resulting value is the AHT for the given period
Utilization is the amount of time a resource is used, while productivity is the amount of output produced in a given time.
Utilization measures the usage of resources, while productivity measures the output produced by those resources.
Utilization is a measure of efficiency, while productivity is a measure of effectiveness.
Utilization can be improved by reducing idle time, while productivity can be improved by increasing...
To prepare forecasting and scorecard, gather historical data, analyze trends, and use statistical models to predict future performance.
Gather historical data on relevant metrics
Analyze trends and patterns in the data
Use statistical models to predict future performance
Create a scorecard to track performance against goals
Regularly review and update the forecasting and scorecard based on new data and changes in business c
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My training project involved designing and implementing a network infrastructure for a medium-sized company.
Researched and analyzed the company's requirements for network connectivity and security.
Designed a network architecture that included routers, switches, firewalls, and VPNs.
Configured and tested the network devices to ensure proper functionality.
Implemented security measures such as access control lists and intr...
Mobile apps work by running code on the device to perform specific tasks and interact with the user.
Mobile apps are developed using programming languages like Java, Swift, or Kotlin.
Apps are installed on the device and run locally, utilizing the device's resources.
They can access device features like camera, GPS, and sensors.
Apps communicate with servers or APIs to fetch data or perform actions.
User interactions trigge...
Big Data refers to large and complex sets of data that cannot be easily managed or processed using traditional methods.
Big Data is characterized by the 3Vs: Volume, Velocity, and Variety.
Volume refers to the vast amount of data generated and collected from various sources.
Velocity refers to the speed at which data is generated and needs to be processed in real-time.
Variety refers to the different types and formats of d...
SMAC stands for Social, Mobile, Analytics, and Cloud.
SMAC is a combination of four technologies that are transforming businesses and industries.
Social refers to the use of social media platforms for communication and collaboration.
Mobile refers to the use of mobile devices and applications for accessing information and services.
Analytics refers to the use of data analysis tools and techniques to gain insights and make ...
I am a system engineer with expertise in designing and maintaining complex computer systems.
Experienced in configuring and troubleshooting network devices
Proficient in scripting languages like Python and Bash
Skilled in virtualization technologies such as VMware and Hyper-V
Knowledgeable in cloud computing platforms like AWS and Azure
Familiar with ITIL best practices for service management
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