Addams Family Jeopardy

NNB

100

I did not provide this information in my outreach on a BAU case

Phone number and EXT

200

This is when you hold the case with out responding to the cx and close the case

Refusal to assist 

300

Holding a case with out working for days and closing cases 

Case camping

400

I provided the cx with account specific information and they are not socially authenticated or I did not call the cx to authenticated their account 

Authentication NNB 

500

I was speaking with the cx on the phone and decided to hang out because I did not want to deal with the cx anymore.

Deliberate Hangup

Process

100

I went into Clarify but i did not put these in my Sprinklr case 

Notes

200

A cx is socially authenticated and I asked a cx for their phone number or provided them with my contact information with out being prompted causing this...

Autofail

300

I should be updating these three things as soon as I get the case or as soon as the information is provided 

Case Properties, Profile Properties, and Root Cause

400

Before closing a case I need these two things on my case 

POC or TL approval, closing note template 

500

Starting in 1 week these will get me an Autofail with QA

Actions Taken and Recommendation note update 

Root Cause

100

The cx stated that they went to the store earlier in the day and their services are still not working 

misinformed retail 

200

the cx stated that she has been on the phone for over a hour and nothing has been done. 

misinformed voice/ chat

300

The cx calls in and states that they have no service. After some digging you see there in a service disruption in the cx area. 

Outage / Known Issue

400

The cx messaged in public for assistance with their services. You invite the cx to private messages but the cx never replies and you close it CRP. 

Pending Root Cause / Could Not Determine

500

The cxs issue with the serivces deals with a AT&T procedure and we need a Raise Your Hand (RYH) can be submitted 

Process Failure 

Closures

100

The cx did not respond after 2 consecutive outreaches 

CRP

200

I spoke with a cx and had to send them to the store to fully resolve the issue and could not assist them further at the moment of the outreach 

CRE

300

I spoke with a cx and was able to fully resolve the issue and they had need no further assistance 

CR

400

I am speaking with a cx and they are starting to get rude and use explicit language. I have tried to deescalate and they continue to act inappropriately. I should request a.....

DNE

500

I have provided a cx with all the information that is available and the appropriate path to continue. the cx is not happy and continues to come back and I and other agents have educated the cx numerous times today. I can request a...

CRE

Random

100

Our Goal for Percentage in avail is this 

75%

200

ORS stands for this 

Overall Rep Satisfaction 

300

K&E stands for the 

Knowledge and Expertise 

400

Before change my available status in to break/lunch/team meeting etc I need to be in this Status first 

Admin

500

These Three Metrics our Team are concentrating on this month 

ART, AHT and ORS