*RGEM LivePerson Written Review

What state do you go into in Avaya and in LivePerson, 10 minutes before your scheduled lunch?

• Avaya - Workload

• Avaya - Lunch

• LivePerson - Lunch

• LivePerson - Wrap Up

What LivePerson status should you be in when calling out to a guest?

• Away - Break

• Away - Lunch

• Online

• Away - Outbound Call

What LivePerson status should you be in when you are 10 minutes from the end of your LivePerson shift?

• Away - Break

• Away - Wrap Up

• Online

• Away - Lunch

You have explained a process multiple times to the guest but they don't seem to be understanding and you notice they are getting frustrated. What would you do?

• Look for a different way of explaining things

• Continue to advice the guest they need to call their bank

• Attempt to explain that the holds process is temporary

• Offer to call the guest to provide additional assistance

All Emojis are acceptable while chatting with the guest

• True

• False

Agents are allowed to Copy/Paste information from Knowledge Desk while chatting with the Guest

• True

• False

Is the following statement an appropriate response to the guest:

"Hello, my name is Ava, how can I help u?"

• Yes

• No

Is the following statement an appropriate response to the guest:

"Thank you for sailing with Royal Caribbean. May I have your booking # so we can take a look?"

• Yes

• No

If you cannot assist the guest with completing the booking, what can you do?

• Advise steps you will take to complete their request

• Advise the guest of the customer service phone number on the website for further assistance.

• Advise the appropriate timeframe to complete their request

• Offer to create the booking then send them the booking number and the link to make their payment.

Always check the chat to see what information the guest provided to the Virtual Assistant

• True

• False