Workflow Test

Before sending a Nova translation, we don't want to inform users that we are using a translation tool to communicate in their native language.

• True

• False

• Maybe

• It depends

If the Support Ambassador speaks a different language, they need to translate the user's message by selecting the Language Selection Menu.

• True

• False

• Maybe

• It depends

Cold is when a call is transferred directly into a queue with an interaction with the receiving Support Ambassador.

• True

• False

• Maybe

• It depends

Warm is when the caller is placed on hold and you’re connected with the appropriate queue before completing the transfer.

• True

• False

• Maybe

• It depends

If a user is reporting an ATO and is unable to authenticate where can we escalate?

• Escalate to Safety

• Escalate to Trust

• Escalate to Resolutions 1

• Escalate to Resolutions 2

How many characteristics you need to review to identify if the account is duplicated?

• 1 (One)

• 2 (Two)

• 3 (Three)

• 4 (Four)

If authentication fails and the call is from a phone number associated with an Airbnb account, create a ticket on their profile using the macro: Escalations : Escalate - Translation Supervisor call

• True

• False

• Maybe

• It depends

If this ticket is in Closed status, the second Support Ambassador don't need to create a new ticket and proceed to assist the user as usual

• True

• False

• Maybe

• It depends

Do we still need to notify the user that the call is being recorded even though we speak to the same person multiple times in the same day? 

• Yes

• No

• Maybe

• It depends

Do we still need to authenticate the interpreter of the user when the caller passes the phone to that person during the call?

• Yes

• No

• Maybe

• It depends