Teams & Genesys Best Practices

What is the correct tag to get Leadership assistance in the Nesting Team?

• @MyPerformanceSpecialist

• @NestingSupport

• @NestingLeadership

• @VivintNesting

Which Aux Code should be used for team meetings?

• Away - Personal

• Available - Specialist

• Training - New Hire - Uptraining

• Meeting - Team Meeting

When should the "Off Queue" button be clicked?

• Never

• When switching into Meal or Break

• At the end of my shift

• When I need a moment off the phone

"Available"/Off Queue time in Genesys doesn't count against your metrics.

• True

• False

What do you need to have ready to call Advanced Issues? (Questions and Escalations)

• Your Badge Number

• The Service and Case Number

• Managers Name

• Brief Summary

• Department Name

A template is necessary on every approval request

• True

• False

Where can you locate the approval templates?

• Nesting General>Templates

• CareGenie

• Knowledge

• Approvals?

When should you contact the Attendance Hotline if you know you will not make it in?

• After my shift has started

• I only need to contact my Performance Specialist

• At least 2 hours prior to my shift start time

• Who?

How early can you change your aux code before a meeting or coaching?

• 10 Minutes

• 5 Minutes

• 20 Minutes

• 15 Minutes

In the event that you need to call a customer back during high queue times (back to back calls), which aux should you use?

• Away - Personal

• Busy - Project

• Available - Specialist

• Busy - Outbound Call