N#w #D MnD T#ck#t H#ndl#ng Fl#w Q##z

How many groups that MnD need to turn on before vs now?

• Old 4 vs New 1

• Old 3 vs New 2

• Old 5 vs New 2

• Old 6 vs New 1

What is the maximum chat concurrency limit after the new implementation for MnD?

• 5

• 20

• 15

• 10

What change was made to ease the burden on MnD shift?

• Remove Zendesk view

• Change Zendesk group

• Decrease ticket handling time

• Add more agents

What should agents do with ongoing inquiries before providing updates?

• Ignore the ticket

• Close the ticket immediately

• Submit the ticket to Open

• Transfer the ticket to another agent

What status should be set for escalations to SME/L2?

• On Hold

• Resolved

• Pending

• Closed

How should new live chat inquiries be prioritized?

• Under ongoing tickets

• Equal to ongoing tickets

• Over ongoing tickets

• Not prioritized

What is the purpose of creating a consolidated Zendesk view for MnD shift?

• To simplify ticket management

• To increase chat concurrency

• To reduce agent workload

• To eliminate ticket statuses

What should agents do if a ticket can be solved immediately?

• Ignore it

• Put it on hold

• Refer it to a supervisor

• Solve it right away

What is the new grouping for the MnD shift?

• Priority and Non-priority group

• Layer 1 and Layer 2 group

• ID and Weekend group

• MnD and Weekend ID group

What should agents do with new email tickets?

• Transfer them to another team

• Ignore them

• Take them manually

• Automatically resolve them