Today I learned: If you're SNP and you have days where you call all day and no one answers you are still required to meet metrics. And if you stay late the next day to meet them (and keep in complaince), anything after COB will not count towards your metrics. While we dont get written up, we wont qualify for bonus or raises. Its how they keep us down.
I hope @UbqJzyB-juc doesn't mind me reposting this, it's something more people should see.
No. System issues are always taken into consideration.
CGX was down today for over an hour. Are you guys still expected to make up metrics for the time lost?
Hccp-5sso: The issue is: it appears if hccp is working approved OT the successful calls get counted for your metrics. Whereas it doesnt for snp. I think any calls made with approved OT should count. There is a reason we have to work OT lately: because they dont have enough employees (which we warned them about months ago) so not understanding why those calls dnt count twd metrics
Snp doesnt think that this wouldnt apply to them. Snp thinks its redic that if youre working approved OT, anything thats successful should count twd metrics. Esp given examples of days that metrics may not have been met (down below). And yes my coach pulls my calls. Im at 100% audit reviews, my reports are very tight and run just shy of 5 on average. But if we have a day or two thats off, its really hard to make them up. Also i dont know how much charting hccp has after a call but we have a ton and our roster sizes are too big; we are actively hiring and big need for ppl to work OT right now, given the understanding successful calls when we do OT will not help our metrics
Hccp here, we are told there is a daily expectation, but sometimes it can’t be met, which is why there is a weekly number, so you can try to make it up the next day. Calls made in approved OT count towards daily metrics. Calls made after scheduled time of day is over don’t count, since you’re not supposed to be working. And calls can be filtered by time...have you never gotten a ME review that has the time of the recording and the screen shots of your activity? Have you never had a call pulled? Your coach can run in real time and reports who is using what aux code, how long calls are, etc....and they can see in real time who is working or not....it’s through the aux codes on the phone.
HCCP here- we are required to hit metrics everyday within normal working hours. Why does SNP seem to think this wouldn't apply to them?
Calls that count are within your regular 8 hour day. For my team for example we have people that work from 8-430 and those that work 830-5. If you end up doing OT, let's say you had to make certain calls so your roster stays in compliance but everyone answered that day and you still need time. Those calls won't count toward your metrics, they will just mean your roster is in compliance. Or if you had a day the day before where you had a mix of utcs and a couple long calls for members with lots of needs, meaning you didn't hit numbers.. you have to make those numbers up within your regular 8 hours a day because anything successful outside of that doesn't count toward metrics. At least on our team .. trying to find out if this is across the board
There are people who start making calls at noon and work until 8 or 9. So, their calls after 5 pm don't count?
What’s the report name that shows that breakdown?
Actually, there are activity report breakdowns by hour, and our hours are until 8 pm, they are able to track busiest times, most utc hours, etc
Ok. Has anyone else been told that any successful contacts (after your usual end of day time) are not counted towards your weekly metrics?
There is no activity after 5 report. You can only filter down to days and weeks.
They don’t have to look at charts, reports can be run on activity done at certain times, etc.....not only is the phone activity time showing up on reports, it can be asked to be run of “activity after 5 pm” type reports
@UdnsMbA-1trm It's a simple matter of calls/time. an average 1 call per hour would be 40 per week.
SNP Town Hall is 7/31, I would ask at that time. KC will give you an honest answer.
None of that makes any sense. How do they break down the calls after hours? I can’t see anyone having time to look thru 14 people x 4-5 charts each just to see what time you made the call.....
You should ask for a skip level. Because that’s not right.
I am managed, not dialer. Not comfortable giving initials. I know the metrics arent broken down into hours that is why it doesnt make sense in any way. Espeically because when we work ot we are making successful calls. This was verbally said by leader that anything you make after cob doesnt count toward metrics. The cut off time that calls arent counted toward metrics is either 4:30 or 5:00 (whichever time your regular day ends). And so if you have a day where you call all day and get 3 (for example) you need to make up the other two sometime that week but NOT after your COB (or they wont count). Im starting to think... is this just my leader saying this??
Then bring it to light. Are you dialer? Or managed? Com initials? Coach initials? What’s your average metrics? What hour is the supposed cut off time that no longer counts? You realize the reports that coaches view don’t break performance down by the hour? So how do they take away after business hours metrics? I’m still calling BS.
Youre right, it DOESNT make any sense but it is how it is. It needs brought to light and addressed.
I see by the replies the trolls are out.
Too funny! I love it when disgruntled coworkers post things like this, they never make any sense. I mean come on now, how gullible do you think we all are? 🤣😜😘
Totally false info. All contacts are counted towards metrics. And high utcs are counted as well. People are working massive ot. Business hours are 8am-8pm.
Only way for it to get better is to leave
Thanks, some of the replies were kinda shotty. Glad you understand!