Worksheets4.29 team meeting
Total questions: 18
Worksheet time: 10mins
At what point during every call are you REQUIRED to have an LCU open in AAT?
30 Minutes
17.5428374673476435228657 Minutes
20 minutes
15 Minutes
What types of UCMs are you required to ping Cat as soon as they are submitted? (Select Two)
Over the Limit Credit requests
Mailout Requests
ETDs
Supervisor Callback
Tammy Sue calls in saying that her internet is down. You have verified the account and provided an ARM statement. What should you do next?
Reset the modem in Scope
Check modem health in Scope
Check balancing
Open and follow IRIS
In what two sections of Agent OS-Gateway can you send relevant EHHs?
The name is "ehh' for a reason, as in "ehh, those don't need to be sent out"
Knowledge section, IRIS
Device management, IRIS
Knowledge sections, Device Management
When do you close an LCU in AAT?
Never! They will take that LCU over my cold dead body!
Once a lead pulls your request and you provide a template
Once the lead has provided an answer to your question
At the end of the call
If Nabour's is pinging you and requesting that you enter an LCU, what is happening?
You did not follow the long call avoidance process
The lead team has nothing better to do that to wait for me to get to 20 minutes so they can yell at me
My supervisor had nothing to do with updating the long call process and does not care about my handle time
Leadership is just nagging me again, doing what they do...
At what point during a call should you start preparing the LCU template
5 minutes
20 minutes
15 minutes
30 minutes
4. Per HOW5522: Handling Customer Escalations, what is the appropriate first step if a customer asks to escalate to a supervisor?
Tell the customer that we do not negotiate with terrorists and disconnect the call.
Immediately cold transfer the call to the MOD line
Tell the customer that a Supervisor or Manager is not available or will not be able to help.
attempt to solve the customer’s issue
What are the performance metrics?
You can't measure success.
IRIS, adherence, call tracker and outbound%
AHT, IRIS, TRP & VOC
AHT, FCR, transfer rate, TRP & VOC
How often should you be sending a BIC call to Cat
Every day
I prefer for her to listen to every single one of my calls looking for one and just hope she does not find the one that I did that one thing that I was not suppose to do.
Every month
Every week
Customer does not want to troubleshoot, they just want a tech and they want a tech NOW. What do you do?
Attempt to get them to troubleshoot with you, otherwise advise them of the potential fee and reach out to a lead in AAT
Ping Duke immediately to see if he is able to take over the call
Discreetly unplug the power cord to your computer while muttering "not today..."
Fib through IRIS until you can roll a truck
Self service education is required on what percentage of your calls
75%
50%
100%
25%
Why should we use ARM statements on every call?
It is a tool to built trust with customers that we are engaged and working on their issue. This trust is valuable when delivering potentially undesirable information later in the call that we actually looked into their issue and the information provided is still in the interest of resolving their problem
Because Cat said so
It is a part of call flow
Acknowledgement statements allow Agents to demonstrate engagement, understanding, and express genuine empathy. Customers who feel listened to and engaged are more likely to feel confident in the Agent’s ability to resolve the issue, prompting higher VOC scores, FCR, and a possible reduction of AHT.
What did the Long Call Assist form name get updated to?
BOT
SHOE
LCU
BOOT
Archer tool is used for what VAS service
Legacy email
Managed Security
Hotspot
Cloud back-up
How can you tell for certain when a modem on an account is used for Hotspot and is not the internet modem?
Balancing screen in Biller
Device management in Gateway
Guess and check
Scope with show "HotspotAP' in bridge devices
Which of the following is the correct Lead assistance template?
Lead Assistance Requested
Account#:
Biz Name:
What did the customer call in about:
Is IRIS being followed:
What Specific Troubleshooting steps have been taken:
Are there any recent changes on the account:
Lead Assistance Requested
Account#:
Biz Name:
POC & #:
LOB Effected:
Reason for TC:
Reason TC not done in IRIS:
Customer aware of possible fee (Y/N):
Lead Assistance Requested
Supervisor:
Account# AND Region(ICOMS):
SBPP(Yes/No):
Caller Name:
Contact #:
Reason for Escalation:
What efforts were made to de-escalate:
Troubleshooting steps taken:
Lead Assistance Requested
Account#:
Biz Name:
SBPP(Yes/No):
Equipment MAC/SN, TNs, Email Address, Etc.:
If HSD issue, AWG or 2 Device:
What did the customer call in about:
Has IRIS been used:
What Specific Troubleshooting steps have been taken:
Are there any recent changes on the account:
If you are taking VTO immediately following your lunch, what should you do?
Put yourself in Lunch and do not log out of Avaya for VTO
Put yourself in lunch when you are scheduled for it and log out of Avaya when your VTO starts.
Log out of Avaya at the start of your scheduled lunch and return when you are scheduled to return from VTO
Who cares, its not paid anyway
