Terms
application used for sso
What is Okta?
required to ask prior to closing a ticket
What is 'Is there anything else I can help you with today'?
login utilized to view user's okta accounts
What is abadge?
Utilized for assistance with calls
What is Helpdesk Team Chat?
Meaning of FCR
What is First Call Resolution?
Utilized to install software on BCBSM assets
What is software center?
Number used to identify a user
Badge ID
average talk time
What is 15-17 minutes?
Utilized to create temporary passwords
What is HP password generator?
Tickets users submit via ESD
What is written tickets?
required for active listening
What is restate user's issue?
Customer information listed on hang up/ dead air calls
What is unknown?
Tickets that aren't listed as resolved
What is escalated?
alternate contact information required for all calls
What is phone number and email?
must be selected to complete conference calls
What is hold icon?