Out Of Scope evaluation

As PH 2 agents, which products we handled during calls/chats?

Evaluate responses using AI:

OFF

Importing and Exporting Contact (with a CSV file) is out of scope 

• What is a CSV file :( ?

• It is out scope 

• No, we do handle it 

If a user is having problems with Sale channels (Facebook, Amazon, eBay ...) where would you transfer/escalate the case ?

• Wix Stores

• Advances TS

• We handle it so we don't need to transfer or escalate the call.

• Advanced Wix Stores

How much would we wait for hard transfer a call when we see the relevant queue busy (in read)?

• 10 minutes (and we refresh the user in between)

• 2 minutes

• 5 minutes

• We don't wait >:)

When we have a legal case during a call we need to ...

• Escalate to Legal and leave the ticket open 

• Let the user know that he needs to send an email to [e-mail]

• We transfer the call to the Legal department 

Any cases you encounter "Wix Partner disputes" would need to be escalated escalated to ...

• Marketplace - Escalations

• Marketplace

• Partner Program

• Partner program - QA

Which # would you use to escalate a billing case?

• #ccinfo

• #tier1oos

• #billingcall

• #billingescaltion

Issues with the G Suite "Set up" should be escalate to ...

• Adv Billing

• Advance Domains

• Domains (offline)

• ADV domains & Mailboxes

Manual refunds are handled by ...

• ADV billing /tier 2 billing

• We may handle them

• Billing

• We don't have manual refunds

Which of this options is not an Advanced team ...

• Advanced Bookings

• Members Area

• Stores

• Advanced SEO