2023 - WC - 5th Knowledge Check

These are the buttons that every agent must press after dealing with a specific ticket.

They will show the current moment of the call logic and explain to other agents what has happened with each ticket/lead.

• Ticket System

• Ticket Functions

• Dialer

• Order System

How many ticket functions do we have?

• 16

• 17

• 18

• 19

We select this ticket function when it is considered as a duplicate ticket.

• ALREADY ORDERED

• UNCLAIMED

• DUPLICATE LEAD

• INACTIVE

We select this ticket function only for situations in which you accidentally claimed the ticket, are not properly trained to dial, or are not allocated to dial.

• TOO EARLY CALL

• UNCLAIMED

• TOO LATE CALL

• INACTIVE

We select this ticket function before 09:00 AM on the customer's local time:

06:00 AM (local time) to 08:59 AM (local time)

• TOO EARLY CALL

• TOO LATE CALL

• ALREADY ORDERED

• BAD NUMBER

We select this ticket function after 09:00 PM on the customer's local time:

09:00 PM (local time) to 05:59 AM (local time)

• TOO EARLY CALL

• TOO LATE CALL

• CALLBACK

• INACTIVE

We select this ticket function when the customer already purchased out product.

It can be:

Outside HelpGrid (Web)

Or through HelpGrid (IBOT or IV)

• UNCLAIMED

• ORDER PLACED

• CALLBACK

• ALREADY ORDERED

We select this ticket function for situations in which we are not supposed to dial those campaigns anymore but the system still shows some leads.

Example: Collectibles.

• BAD NUMBER

• CALLBACK

• INACTIVE

• ALREADY ORDERED

We select this ticket function for incorrect or invalid numbers.

• BAD NUMBER

• CALLBACK

• ALREADY ORDERED

• UNCLAIMED

We select this ticket function after you succeed in placing the order for the customer and hung up the phone.

• CALLBACK

• ORDER PLACED

• ALREADY ORDERED

• DUPLICATE LEAD