HG IBOT - RESOLVING AND TAGGING TICKETS

1. This ticket function is used to ensure that you personally handle the customer’s questions or concerns at a mutually agreed-upon time.

• CALLBACK

• CALLBACK 15MIN

• CALLBACK 3H

• CALLBACK 24H

1. What ticket function do you use if the customer already placed and order using an invoice that another agent sent?

• ORDER PLACED

• ALREADY ORDERED - IBOT

• ALREADY ORDERED - WEB

• 1. ALREADY ORDERED - IV

What ticket function do you use if the customer already places an order with you through the IBOT line?

• ORDER PLACED

• ALREADY ORDERED - IBOT

• ALREADY ORDERED - WEB

• ALREADY ORDERED - IV

What ticket function do you use if the customer already placed an order using an invoice you sent?

• ORDER PLACED

• ALREADY ORDERED - IBOT

• ALREADY ORDERED - WEB

• ALREADY ORDERED - IV

What ticket function do you use if the customer already ordered through a third-party website?

• ORDER PLACED

• ALREADY ORDERED - IBOT

• ALREADY ORDERED - WEB

• ALREADY ORDERED - IV

1. You should always check this page before processing an order for a customer.

• DIALER

• ORDER LOOKUP

• CUSTOMER ACCOUNT

• ORDER PAGE

It’s currently 5pm EST and you claimed a UK ticket. Since you cannot call the customer, what ticket function should you select?

• INACTIVE

• BAD NUMBER

• TOO EARLY TO CALL

• TOO LATE TO CALL

You send an invoice to a customer from Australia. Local time is 6:30 AM. What ticket function should you select?

• INACTIVE

• BAD NUMBER

• TOO EARLY TO CALL

• TOO LATE TO CALL

The ticket you claimed shows that the customer has been called nine times.

• CLICK CALLBACK 15MIN

• CLICK CALLBACK

• CLICK MAXED OUT

• CLICK DUPLICATE

In IBOT, what ticket function should you use if you’ve already called the customer six times?

• CALLBACK 15MIN

• CALLBACK 3H

• CALLBACK 24H

• 6AD