I did not provide this information in my outreach on a BAU case
Phone number and EXT
I went into Clarify but i did not put these in my Sprinklr case
Notes
The cx stated that they went to the store earlier in the day and their services are still not working
misinformed retail
CRP
Our Goal for Percentage in avail is this
75%
This is when you hold the case with out responding to the cx and close the case
Refusal to assist
Autofail
the cx stated that she has been on the phone for over a hour and nothing has been done.
misinformed voice/ chat
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
ORS stands for this
Overall Rep Satisfaction
Holding a case with out working for days and closing cases
Case camping
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
Outage / Known Issue
I spoke with a cx and was able to fully resolve the issue and they had need no further assistance
CR
K&E stands for the
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
Before closing a case I need these two things on my case
POC or TL approval, closing note template
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
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
Before change my available status in to break/lunch/team meeting etc I need to be in this Status first
Admin
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
Starting in 1 week these will get me an Autofail with QA
Actions Taken and Recommendation note update
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
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
These Three Metrics our Team are concentrating on this month
ART, AHT and ORS