Timing Parameters

How many minutes does a chat specialist have prior to sending in a lead & dispositioning the chat on a non-Ford chat once the closing statement chat-step has been completed?

• 3 minutes

• 2 minutes

• 1 minute

• 6 minutes

Which of the following will occur if a completed chat & lead form sits in the chat console for 6 minutes or more? Select all that apply

• Nothing bad will happen

• Auto-Fail

• Coaching Opportunity

• Dealership Complaint

How many minutes does the chat specialist have prior to sending in the lead & to choose the correct disposition on a completed Ford chat?

• 2 minutes

• 1 minute

• 5 minutes

• 3 minutes

What is the Greet Timing parameter for a Ford chat? (without considering the 30sec timing buffer from QA Team)

• 1 minute

• 2 minutes

• 45 seconds

• 3 minutes

Fill in the blank: What is the term, that defines a chat quality overall score to be lowered during a Training/QA/Evaluation scorecard review if the chat specialist ever greets any new chat over 3+ minutes, sends the lead form to the incorrect department OR does not follow the Dealer Tip correctly? (Two separate words to describe this scenario)

What is the standard response time for a non-Ford chat? (Relative to Regular & Strategic chats)

• 1 minute

• 3 minutes

• 2 minutes

• 4 minutes