UCM
What is the usual category to submit a UCM
Spectrum Mobile Escalations
Name 3 tools that would be utilized during a call
What metric does not effect level up?
AHT
What is the type and category that would be used if a customer has an issue with their trade in device/value>
SME
Assurant Escalation
Besides your email what else can you access via outlook
Notes, One drive(saved documents), calendar, other agents names/position, etc
How many months are needed to level up
4 consecutive or 6 within 9
Scenario : cx calls in to say they have not received the shipping label to return their device and it's been 17 since the device shipped.
what would be the UCM steps to assist
SME
RMA
What is the copilot number for the agent dashboard
GEN8404
What is the most important level up goal and what is the needed percentage?
Attendance and 92.9%