ITSD Acronyms

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Across
  1. 1. a measurement of how often you resolve the customer's issue on their initial contact
  2. 4. a site that is a collection of all of the tools used by an analyst
  3. 5. used to see and manage your schedule
  4. 8. unplanned pto
  5. 9. used as a MFA login for company sites
  6. 10. measures customer satisfaction
  7. 12. used to securely connect to the company network or citrix portal without needing a token
  8. 14. nine digits assigned to each person working with optum/united health group
  9. 16. combination of time spent talking to customer, customer on hold and work after the call
  10. 17. used to manage tickets and access our knowledge database
  11. 18. Estimation of how long it takes a customer's call to connect to an Analyst
  12. 20. used to connect to the company's network when working remotely on a UHG managed computer
Down
  1. 2. used to manage the computer's network connection when in a trusted office
  2. 3. unplanned unpaid time off
  3. 4. unpaid time off
  4. 5. our help desk
  5. 6. site used by employees to view and use employment benefits
  6. 7. an account username that any employee or contractor will have
  7. 11. planned pto
  8. 13. status analyst is placed in when disconnecting with a customer
  9. 15. a token used to connect to the company network or citrix portal
  10. 19. used to verify the identity of a customer