BOT Tracker - Callback Dispositioning
Callback required but outside standard calling times
No - Too Early/Late
What two types of voicemail can be left for a customer
Generic or Detailed
When a ticket exceeds the allowed resolution time
Outside of SLA
_____ accounts do not require customer contact.
Test Accounts
This determines if it is too early or late to contact a customer
Time zones
Called all available numbers, no response or voicemail
Yes - No Answer / No VM
This type of voicemail avoids sharing any account or issue details
A generic voicemail
This is required from the customer to help resolve their issue
Additional information
These two applications can be used when sending emails to the WFH Team
Genesys and Outlook
Allow at least _____ for the customer to answer or for voicemail to intercept before disconnecting
One minute
Preferred language is French
No - Scheduled for French Staff
This determines what type of voicemail to leave for a customer
The voicemail greeting identifying the customer
When this is first identified, the customer must be called
Out of Service (OOS)
The WFH Team responds within this length of time
24 Business Hours
If your schedule allows, ensure you complete both of these if they fall within your shift timeframe
Daytime and Evening callbacks
This dispositioning is not to be used unless specified in a process
Test call
This kind of outcome must be present to include details in a voicemail
A positive outcome
This must be communicated if timelines extend beyond what the customer expects
Service Delays
This is an exception for contacting WFH Accounts
Out of Service (OOS)
This resource should be checked for SLA guidelines
Resolution Support Hub
Non-authorized contact answered, Account Holder unavailable.
Yes - Customer Not Available
Include this if additional information is required from the customer to complete a request
Interaction ID
A transaction results in billing impacts or service/product changes that the customer is unaware of
Unexpected Changes
To protect the customer experience, if the customer is already in ongoing discussions with _____, ____, or ____ and follow-up is mentioned, do not attempt a callback.
CET, CCTS, OOP
To avoid unnecessary handoffs, ensure you have completed as much work as possible before doing this
Assigning for French callback