Genesys
Before closing out of the Genesys/WWE window, we should be selecting this drop down.
Exit
This tab in Standard Responses lets you keep track of which responses you want saved.
Favorites
This disposition needs to be used when you refer a client to call in.
Refer to 800#.
When lowering an APR, this response with the number needs to be provided to the client.
Lower APR - Retention Eligible
This coach was born and raised in Texas.
Tina
This tab is what you select when you want to view your previous chat conversations.
My History
The steps to enroll in Balance Assist can only be found in which chat platform.
Online Banking
This disposition needs to be selected when we are providing the client self-service and do not need to walk them through the process.
Accepted Digital Direction
This department/response is who you would refer the client to call if their debit card is blocked, but you do not see a decline.
ATM Customer Protections/Decline - No Fraud Block
This coach was born and raised in Washington.
Kirsten
This timeframe is when you should go not ready before your break or lunch.
2 Minutes
This folder holds your intro and pleasantries.
Chat Essentials
This disposition needs to be used when there is no digital opportunity and we assist the client.
No Digital Option - Completed Request for Client
This response is needed for when a client is chatting in using Spanish.
Spanish Customer - English/Spanish
This coach was born in Chicago, but raised in Montana.
Colin
To view your daily numbers, you will want to select this tab in Genesys/WWE.
My Statistics
This response to refer the client to call deposits, is only found in this folder.
Card - Refer to LOB
This disposition should be used when the client disconnects the chat at the beginning.
Client Disconnected Prior to Resolution
This response is used when a business client chats in.
Business Customers under Refer to LOBs
This coach was born and raised right here in Vegas.
Cesar
In the My Statistics tab, this number reflects how many chats per hour you are currently at.
Productivity Chat
This tool is used to direct dial a client to a department or push a notification to them.
Deep Link
This disposition is needed when we provide the client self-service instructions, which they accept, but have another request we need to complete for them.
Accepted Digital Direction
This response is used for clients who state they cannot call in when overseas.
International Collect
This coach was born and raised in South Central Los Angeles.
Edgar