Wiki Updates
The button that customers will use to hold a package for pickup on FedEx's site
What is Hold at Location
The customer asks for tracking or when an item on their order will arrive after the order is placed
What is ETA (Post Order)
Scores will be available to CS reps and TLs within this dashboard
What is Power Bi
KPI stands for...
What are Key Performance Indicators
These people assist with questions regarding comparing items, how a product works, product troubleshooting, and incorrect specs
Who are Product Specialists
What a case should be marked if it appears to be spam or a phishing attempt
What is Potentially Malicious
Questions about items that we do not carry
What is Product Question
These questions are meant to analyze the best outcome for each individual customer
What are The Metric questions
Also known as Isolated Metrics
What is Stand Alone Metrics
Photos of cut cords are required at this cost
What is over $200
A case will be colored Yellow when in this status
What is Inactive
Questions about Employment
What is Other Inquiries
This section evaluates the steps taken to fully identify and answer the customer’s issue(s) or request(s)
What is Critical Thinking
This metric has the Target Goal: 70% answered within 12 hours
What is Email Response Time (ERT)
You will most often find this on a plate or sticker on the back or bottom of the unit in question
What is the serial number
The message "Error sending email: Return to case and resend" will appear when this occurs
What is Email Failed to Send Notifications
Forwarding an email to another department and no further action taken
What is Attempted Contact
This section will evaluate the follow-up time, resolution, and next steps
What is Resolution
First Contact Resolution (FCR) will fall under this Metric section
What is Resolution Metrics
The team in the warehouse that is able to go and physically look at the item
Who is Product Info
The option within Edit Order when altering items that should NOT be used by CS
What is "split kit"
Questions related to orders in filters
What is Under Review
This section evaluates whether there were minimal communication errors in the interaction
What is Professionalism
This metric has the Target Goal: 80% of cases resolved within 19 hours
What is Average Case Resolution (ACR)
Questions that allow us to fully under a situation and best educate the customer to equip them with the knowledge necessary to make informed decisions in the future