FOCX Assesment

Agents can transfer calls to a Virtual Field Technician 24/7

• True

• False

Which issues can be transferred to a Virtual Field Technician? (Select All That Apply)

• Panel Issues

• Outdoor Camera Issues

• Wireless Sensor Issues

• All of the above

How often do you need to refresh the customer when transferring the call to a Virtual Technician?

• There is no need to refresh the customer, just wait the necessary amount of time until the tech answers the call

• There is no need to refresh the customer, just cold transfer the call

• None of the answers are correct

• 2 Minutes

What are the recommended speeches when transferring the call to Virtual Technician? (Select All That Apply)

• At this point, rather than making you wait for a technician to come to your home, I ma going to bring one of our virtual technicians onto the call right now to try resolve the issue today

•  I’m sorry, it appears all of our virtual techs are currently busy. Would you like to wait a few more minutes to see if one of them becomes available for a virtual visit today?

• At this point, we have done everything possible to resolve the issue but it was not possible. So, I am going to transfer you to another department.

• All of the above

Select the reasons that are NOT valid to transfer to a Virtual Field Technician (Select All That Apply)

• Escalated customer that refuses to troubleshoot 

• Garage Door Controller Issues

• Customer unable to troubleshoot (elderly, disabled, etc)  

• Cell Swap