T-mobile

What are the Metrics that we need to hit to get Challenger Bonus?

• NPS

  UP

  mFCR

  AAL

• TTFRA

  ART

  Response Time

• NPS

  UP

• NPS

  mFCR

  UP

Asynchronous Messaging means?

• Live to Live person conversation

• Both Parties should be present

• Live to Bot person Conversation

• Customer can message right away

Synchronous Messaging Means?

• Described as one to one conversation

• live to live person conversation

• bot to bot conversation

• live to bot conversation

What Tool we need to use if we need to visual audit for customer information?

• Grand Central

• Atlas

• Conversation Cloud

• Samson

If expert need to take his 15 minutes break what AWAY status he/she need to toggle?

• Break Stread

• Stread toggle

• Away Break

• Break Away

What AWAY need to be toggle if expert needs to be on Coaching as per coach instruction?

• Toggle Coaching

• Stread Coaching

• Coaching (AWAY)

• Coach AWAY

If the EXPERT is ready to take live conversation what status he/she need to toggle?

• READY

• ONLINE

• BACKSOON

• AWAY ready

How many minutes if the expert needs to do stread?

• 15 minutes

• 10 minutes

• 5 minutes

• 20 minutes

Using Conversation cloud what part we can see the customer account type?

• Customer Insight

• Consumer Info

• Predefined

• Conversation History

Where we can see if the customer using Android device or IOS?

• Customer Info

• Campaign Info

• Conversation Info

• Customer Insight