Show:
Outcomes
IWS
Outcome Tool
Tasks
Cases
100
This outcome has an optional task for "Outcome review or Courtesy call"
What is Cancel my service
100
The third step when leaving a note in IWS.
What is click save
100
Agents select this button in Outcome to create a new case
What is New Case button
100
Agents must de-select this button if the customer indicates that they don’t want any email notifications including the intro email
What is "notification email"
100
In a Tier 1 case bill review with overages your first step should be
What is email the dealer
200
All 4 tasks are required for these 2 outcomes
What is Sign up for New Product / Service & Make changes to my existing account / Service
200
AHA's using IWS must log into what application first ?
What is Avaya
200
This is sent out to the customer automatically once the case has been created and saved
What is Introduction email
200
Tasks are pushed to agents via this tool
What is IWS
200
Agents in this state will pull cases, unless otherwise advised
What is ready
300
This outcome is the only outcome with an optional close email.
What is Learn about a product / service
300
This term has replaced the term "call code"
What is Disposition code
300
This task must be completed within 24-48 hrs (when mandatory) after case has been created
What is Outcome review (Courtesy Call)
300
Agents may recieve this when working on a task
What is a direct call to your extention
300
This system-generated email is sent to the customer after the case has been closed ___ days
What is 4 days
400
This outcome has only one mandatory task
What is Give Feedback
400
When in this state you are available to receive next (call) Interaction.
What is Ready
400
When reassiging a task - agents use this method of communication to advise the new agent of the task
What is Email (and MOC)
400
What task is prioritized within 8 hrs to agents
What is emails from clients
400
This case would be created when a customer has an exsisitng closed case.
What is child case
500
This outcome has 3 mandatory tasks and one which is not applicable
What is Inquire, Dispute or Pay my Bill
500
Agents select this button to start a warm transfer (consultation) in IWS
What is 'Start a consultation'
500
When closing a case - it will remain in this state for 7 days
What is Pending Close
500
Agents will do this when a task cannot be actioned at that moment
What is Defer a task.
500
This tool is used to create a case
What is case wizard