Live Engage
What status should you be in when you start your day?
Available
What two teams can you transfer to in Live Engage?
Bankers and Account Resolution
How many days until you're a "full on" chat TM?
120 Days
How do we note when a client disconnects during a chat?
Yes - clients will always need to wait for a followup
When would you use the BBS Aux?
When finishing noting/working on a client specific situation immediately after a chat.
What team requires a link to transfer to them?
When will you be expected to consistently take 2 chats at a time?
After 60 days
Can we use abbreviations in our notes?
Yes - only from the approved list
They can wait for a follow up or call in.
Where can you see all of the team members currently logged in?
Agent's Tab
No
Where is our PTO/OOO Calendar located?
Servicing Chat Team's page
When the loan can be resolved without compensation
HELOC, HOI Loss, TM loan, (bonus) Default
Where can we see clients in the queue?
Web Visitor's tab
Can we chat with HELOC clients?
Where is the best place to ask questions?
Respective Chat Team page
What is the number called that we use to identify a chat?
Engagement ID
What is the number one resource for all team members on chat?
The Playbook
How can you search for a chat that was completed?
Web History tab - search with the engagement ID?
What does the blue checkmark mean on a chat?
Client is authenticated
Who is all in the current chat leadership team?
Kelsey, Dan, Meghan, Sarah, Suzanna.
When would we note a loan for research?
For work items, or other times we are not communicating with the client.
What is the name of our chat bot?
LIV