A
This is what IWS stands for.
What is Interaction Workspace?
Your status in IWS if you are receiving chat queues.
What is Ready?
The status equivalent to After Call Work.
What is Not Ready - Workbin?
The button to click in order to include a secret 3rd party to the chat session.
What is Consult?
The button to click in order to have a 3-way chat?
What is Conference?
The way to copy details from Case Information
How to right click on the info you want to copy and click copy?
Before starting your shift, this is the tool you log on
first, if you are in the chat queue.
What is Genesys Interaction Workspace/IWS?
When you log on to IWS for the first time, this is the Port Number you use.
What is 2020?
In order to use the IWS tool, you log in with this credentials.
What are Citrix username and password?
Before starting your shift, this is the tool you log on first, if you are in the chat queue.
What is Softphone?
The 2 ways to update the customer's information in IWS (i.e. Name, Email, Phone #, Account #, Twitter and Facebook).
What are from the external page, select the Contact tab and select the Information subtab or click the burger option, select Contact Directory, search for the customer whose contact you want to update and select the Information subtab?
The 3 types of searches that can be done on the quick search.
What is agent, contact and interaction queue?
When logging into IWS, this is what it means when you get an error that says: You are already logged in on the place.
Why did I log in to softphone first?
The 2 ways of checking your statistics info.
What are click the main menu and select Show Statistics, Gadget and clicking the burger option and select My Statistics?
You can change the email address before sending an email. True or False.
What is True?
This is what you make sure is ticked so the customer receives the transcript of the chat session.
What is CTE / Convert to Email?
The steps in checking the chat and emails you've done/sent for the day, week, month or ever.
What is click the burger option and select My History?
You should do this if the customer becomes unresponsive.
What are: Give 2 minutes from your last response, wait 1 minute and wait 30 seconds?
This is how long we wait before terminating a resolved chat.
What is wait 1 minute after ending the chat with the customer before terminating the session?
You should do this if the chat session gets unexpectedly disconnected.
What is email the customer?
This should be the content of your Note in both IWS and SparkCRM.
What are: Chat with, IWS Ref #, details of chat (details of arra and nego), consequences advised to the customer?
The 5 components of the framework we follow when chatting with customers.
What are: We make it easy as; We are human; We listen; We are Spark ambassadors; and We get it right?
This is the Framework we follow when chatting with customers.
What is How We Roll?
These are the components of an epic chat opener.
What are Salutations/Greetings, Emotional Respons/Empathy, Taking Ownership?
This is what the SEEE Model stands for in proper order.
What are Summary, Expectations, Email, Ending?