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Manic Macros
Clearing up Clearcaptions
Masters of Macros
Devilish Dragon Treasures
Perfecting Procedures
100
Only used when CA hears ringing during transfers/hold times. This macro is not used at the beginning of a call.
What is R
100
A telephone call in which the Caller wishes to have more than one called party and listens in to the audio portion of the call.
What is a Conference Call.
100
Line Answered is this Macro
What is 0
100
We are allowed to act on any information obtained through captioning such as: A. Stock tips B. Sales C. Rumors
What is False
100
Upon receiving a 911 call we will do this immediately.
What is press "Help" to wave down TL
200
Sent when there is silence on the call.
What is Z
200
Done when CA is going on break, lunch, end of shift or escalation due to voice fatigue, emergency, or Agent knows either the AU/NAU personally
What is Transfer
200
Sent when multiple speakers are speaking at the same time, unable to discern 1 voice to caption
What is S
200
When revoicing into Dragon, if we mess up a word, we should correct ourselves and keep going. True or False.
What is False.
200
During an instant when there may be, "Poor Sound Quality of Call", name the first to things we would check.
What is 1. Check headset connection. and 2.Have TL verify poor audio connection.
300
Sent when Called Party puts the call on hold.
What is H
300
The session timer has to be at least this long before transferring.
What is 10 to 15 minutes.
300
Sent when static is on the line, primary audio heard is static
What is K
300
Name two ways you can help improve you're own accuracy.
What is a) mouthshape b) crisp clear revoicing c) posture d) practice
300
The appropriate time to release a call is...
Never without a TL approval, unless it is fast/fast busy/tty/fax tone
400
Only to be used when it is clear there is ongoing conversation, but in the distance. Send when the user has turned away from the phone and is speaking to another party in the same location, but is not directly speaking to AU. Ex: People on a conference call speaking in the back of the room and speech is unclear, main speaker turning their head and speaking to other party, speech is unclear
What is C
400
All employees shall attend this training before the end of their 30 days.
What is Compliance
400
Send when audio is distorted, i.e. like audio is sped up, or underwater, etc.
What is D. If distorted audio is constant/ongoing, send the ‘d’ macro every 2 minutes, up to 3 times
400
The formula for QA is...
What is Total Words - Errors / Total Words
400
During this procedure we press the macro for different language immediately when hearing a language other than English. List what we would do if the Called Party continues to speak in a different language after ten seconds.
What is After 10 seconds, if still different Language Voice: *Unable to Caption due to Different Language* After another 20 seconds, if English is still not being spoken, Voice: *Due to different language, this call will disconnect* Immediately select Hangup Note: File Problem Report
500
Used when the background noise is too loud to prevent captioning from taking place. Not sent to inform the AU that background noise is present.
What is N
500
Name the 3 call types.
What is 1. Conversations Conversations are calls between two or more people. Conversations may range from family calls to work/business transactions. CAs may also encounter conference calls or 911 emergency calls. CA may receive conversation calls that are initiated by the AU or the NAU. 2. AnsMachs & VoiceMail Retrieval Calls to answering machines & voicemails. It’s either the AU was calling another person, but an AnsMach picked up or the AU was specifically calling to leave a message, or was calling specially to retrieve messages. Unlike conversations, calls for voicemail retrieval are always AU-initiated. 3. IVRs Calls to IVRs may or may not allow for AU interaction as IVRs may offer tiers of options or just contain informational content. IVR calls can be AU or IVR initiated.
500
These Three Macros are most commonly used in the procedure in which we do not have to ask permission to release the call.
What is F, Q, and Y
500
Name two Cleapcaption Executives
What is Rita Braman and Katie Pautz etc.
500
List the order in which we would proceed handling a call that has gone silent for over a minute.
What is 1- Upon hearing silence on the line for 1 minute send macro Z: *silence on call* 2- After 4 minutes, if the call is still idle, and it has been identified* communication has ceased, voice: *Unable to Caption due to Silence* 3- If still silent, Repeat *Unable to Caption due to Silence* 4- Flag TM/TL for disconnect approval. The TM/TL will listen into the call to assess the situation further and determine if the call should be disconnected. 5- If there is still no response and agent has received TM/TL approval: Voice *Due to silence, this call will disconnect* and Select Hang up 6- Fill out incident log for disconnect