Login & ET
Login::Login Loop ET
When a customer attempts to log in it repeatedly cycles them through a set of login steps but never logs them in. Most commonly this is caused by a user or account being disabled
Chat::Customer Not Responding
When a chat customer stops responding before resolution is provided or confirmation of resolution received
Case Handling:: Encrypted Message
When a customer sends us an encrypted message with no context, this prompts them to provide more details
Pass to:: Team Member
When passing a customer issue to their owning partner for support
Troubleshooting:: Clear Cache
Instructions for how a customer can clear their cache to improve performance issues and page loading issues
Login::Account Locked
To inform customers of why the lockout occurs and how to get past it
Chat:: Additional Research Needed
For when you have gathered all necessary information and need additional time to research before getting back to the customer
Case Handling:: Dropped Call (no contact)
When a voicemail is left blank from a known contact/org, or there is no discernable message for Support
Pass to::Account Management - Credit Hold Talent
When a customer's account is on Credit Hold this macro provides them the appropriate next steps for resolution
Hardware:: JobClock Keytab Touchplate Troubleshooting
When a JobClock stops accepting Keytab touches, these steps usually resolve it
ETM Android 5.0 and below
Informs customer of the minimum Android version required to use ETM
Chat:: Missed Chat
For when a customer leaves a chat before providing enough data for us to assist them
Case Handling:: Splitting New Topic to New Case
When a customer responds to an existing case with an unrelated topic, use this macro when generating a new case
Pass to:: Professional Services
Escalate to Profession Services team for Integration and EDI issues only
Hardware::Hornet Bluetooth Reset Instructions
When a Hornet is presenting the "Download record count" error, these steps usually resolve it
Connect: TRA2 Punch Missing or Duplication
How to gather information from customers about potential TRA 2 issues
Case Handling::Phone Call Notice
Case Handling::Customer Call - No Answer
A brief notice to let the customer know you will be calling them shortly
Used when you reach out to a customer via phone call but do not get ahold of them
Case Handling:: Dev Backlog Prioritization Response
Informs a customer that their bug is with Dev and we do not have a timeframe for resolution
Pass to: Account Management
Pass to: Account Management Notify AM
Bonus: Which Macro is used first?
Inform a customer that they must speak to their AM per requests > second internal notification to the AM should be sent after
Inform AM of customer needs. To be used after "Pass to::Account Management" macro. Add AM as a follower before submitting
A: Pass to: Account Management
Hardware::Hornet 2G/3G Turndown
When a customer has Hornet signal issues with 2G or 3G hornets use this macro to provide troubleshooting and next steps if problems persist
Connect::DST (Daylight Savings Time)
How to configure Exaktime Connect to auto-adjust Hornets and EX/LEs for DST
Case Handling:: Scheduled Call Request
For when customers request a call or contact at a specific time
Case Handling:: Customer Resolved
To auto-fill in a few fields and save the agent time when a customer indicates they resolved the case prior to agent involvement
Pass to::Account Management - Data Security Request
Inform customer to speak to their AM regarding requests that inquire about Arcoro's data security, security certificates, or proof of data security. A second Internal notification to the owning AM should be sent after this message is sent to the customer
EM::Mobile Time Card Refresh
Provide customer-facing steps to refresh the Mobile Time Card