METRICS
The total number of interactions that entered this queue and were subsequently offered to a resource. The count excludes short-abandoned interactions and includes handling attempts that agents rejected, as well as warm consultations, conferences, and collaborations that agents received.
Wearing what makes me happy and confident Is part of my self care routine
Who is SADE?
Past Due Accounts
Collections – TD Consumer
Customer wants to release the hold from his savings? Where does he need to go to do that?
BRANCH !!!!!!!!!!!!
Customer is calling regarding an existing or new fraud dispute. WHAT do I do first?
check CIM
The percentage of time within the interval relative to the total duration within the interval of the agent’s active session on a particular media channel
what is NOT READY
Recently learned mobile auto control means the customer has locked their card
who is QUEEN?
Card Bins: 4246, 4330
Commercial/ Corporate
Customer closed out his account and was inquiring about the rewards statements. How long does it take to get it in the form of a check?
it takes 3 consecutive cycles for the money to get sent as a check to cx.
Dispute inquiries should be transferred to TSYS if the claim was done by TYSY
TRUE OR FALSE
180 seconds A NIGHT
what is Hold time?
people who come down the same grocery aisle as me and dont say excuse me is a pet peeve on my mama..
who is DELPHINE?
Fraud redemption of points
Loyalty (Rewards)
I have a merchant on the line trying to validate the name and card number of a customer that made payment
we cant assist merchant. card holder has to call and be authenticated
If the customer is calling to add a transaction to or edit an existing fraud dispute initiated by TSYS. We let them know since the claim is already filed we would have to file a new 1
TRUE OR FALSE
FALSE- , warm transfer to TSYS at 1-855-395-4109 (this number CAN be provided to the customer)
100% of Calls Offered
what is CALLS ACCEPTED?
speaking of new people i hope its all girls males coming to mess up our flow jk jk
Decline Reason: Mobile Auth Control
Visa Consumer Authentication (VCAS)
NON FRAUD DISPUTE
queue measured as a percentage of interactions that entered this queue and were accepted within the acceptance threshold, relative to all interactions that entered this queue and were offered to a resource.
what is SERVICE LEVEL?
Who is Lawanza?
Credit limit increase, application status
TD Credit
5606 what type of credit card would this be?
they go to d2d
Customer name needs to be included on the fraud template sent to TMS
FALSE