End of the Year Huddle Quiz

What does FCR mean and why is it important?

• First Contact Resolution - It is important because it raises our numbers to make us look good

• First Class Resolve - It is important because CNA is awesome like that

• First Contact Resolution - It is important because TL looks good for company

• First Call Resolution - It is important because we are under a contract and SLA for FCR.

What folder can you find applications like Teams, Map Drives, VLC, and Adobe to install for users?

• Amazon Folder

• Level 1 Folder

• Rudolph's Backpack

• Jack Frost's Hat

True or False - You are allowed to create a P1 or P2 ticket without approval from the Team Lead

• True

• False

When working backlog and an attempt has been done, what do you do to stop the SLA clock from breaching?

• Place the ticket on hold

• Keep it in the In Progress state

• Don't update the ticket

• Leave it for the next agent to work on it the next day

What qualifies for QA scores?

• Advise to save all work before remoting into computer

• Ticket and Status call must be created for all calls

• KB has to be attached to all tickets

• 90% or higher to pass for the month

• All of the above

What are the requirements to cancel incident tickets? Choose response(s) that applies to this question.

• a duplicate ticket of the same issue
• submitted as a request instead
• Work ticket and Resolve it

• Route the ticket

How would you code the ticket if a user calls in with connection issues to TAP within Citrix Receiver and all troubleshooting has been done but issue is still occurring?

• Non-FCR
  
  Software Client Business App with TAP CI

• FCR
  
  Software/Error with TAP CI

• Non-FCR
  
  End User Computing/System Performance issues with Win10 Laptop CI

• FCR
  
  Software/Access Rights with WIn10 VDI CI

What is the KB number for the FCR coding of tickets

• KB0013280

• KB0102665

• KB0102565

• KB0101629

User has an issue with TAP and their password is not syncing due to the ACF2 guidelines. You help get their password reset and into TAP. What type of ticket is this and is it an FCR or Non-FCR? Choose all that applies to this question.

• INC

• RITM

• FCR

• Non-FCR

User calls in having issues with their Teams when making calls and/or not seeing the dial pad in the Calls section. How do you code the ticket and is it an FCR or a non-FCR? Choose all that applies to this question.

• FCR

• End User Computing/System Performance Issue with WIn10 Laptop CI

• Telecommunications/Desk Phone Related with Win10 Laptop CI

• Non-FCR