FCR
How many tiers does FCR survey's have?
2 tiers
How many Tiers does PCS's have?
2.
How many tiers does Web'Es have?
None
True or False: OLABs are call surveys?
False
Who are the three ingestors rotating?
What are the tiers?
First Call Resolution & Multiple Calls
What are the tiers?
What category do we use in Facets?
ASAT
Olabs
What is the turnaround time for Feedback follow ups?
2 business days
What do you input as a placeholder in an FCR survey?
period (.)
How many calls do we make out, and what is the minimum amount of time in between call outs?
2 calls and 1 hour
What is the turn around time for Web'E's?
5 business days
What is the turn around time for Olabs?
No SLA
What are the reasons on why we would not reply back to a member?
Appeal was filed/ Member stated in comments they did not want to be contacted/ Broker-Provider / Members comments are satisfied and issue is resolved.
What is a recent issue that was discovered in FCR surveys?
The date will automatically readjust to original option selected.
What is the turnaround time for PCS's?
2 business days for Non-IR or 5 business days for Non-Asat
Where do we go to find a smartcomm letter for Web-E's surveys?
Shield Advisor
What is an issue that happens with Olabs?
The date will sometimes remove on Date Contact Completed
How many Turn Around Time (TAT) tiers do we have?
3 TAT tiers.
Which tier of calls was the glitch located under on FCR surveys?
Multiple Calls
What categories do we use in Facets?
Issue Resolved, Issue Unresolved, Unable to Contact, Wrong Number
In SharePoint, what information do we input from Facets case?
Original Facets case reference number and Original Member inquiry Category
If issue has been resolved, what date do we input under Date Contact Completed?
The date the BSC agent closed out the case in facets
Where in Verint can we search up to find the Surveys comment recordings?
Feedback Sessions and Interactions