Untitled Note
By: Caitlin Tidball4/25/202468 views Public Note
For Ashley | Unable to Dial Out - Assisted by Jam
Case ID: 23213886
inContact ID : 506782408880
User ID: 63291734004
RC Phone Number: 18883312284
Customer Name: Ashley Macario
Company Name: USA Showers
Call back #: 480
Email Address: ashleym@usashowers.com
Number of DLs: 11
Account Verified (Admin): Yes | authorized caller
Issue / Customer Request:
• unable to dial out and view call logs for extension 110
TS Performed:
Complete step-by-step documentation
• yanked open case 23213886
• upon checking there are 2 extensions assigned to Bridget Mendoza which is extensions 110 and 113
• there is no direct line assigned to extension 110 which is the extension that the affected user is currently logged in
• re-assign phone number (480) 847-2140 from 113 to 110
• asked customer to reach out to affected user to test
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Resolution: How the issue was resolved
• re-assign phone number (480) 847-2140 from 113 to 110
Case Number: 23213886
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim: Amazing!
SAT Pred: 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID: 23260453
inContact ID : 506782467452
User ID: 328384028
RC Phone Number: 1 (412) 4411400
Customer Name: Jenna
Company Name: Lobos Management
Call back #: 4123394349
Email Address: jcuucrara812@gmail.com
Number of DLs: 51
Account Verified (Admin): No
Issue / Customer Request:
• transferred call from Eugene of Customer Success
• customer is no longer part of the business but calls are still being forwarded to her personal number
• requesting to opt out her phone number
• customer is unable to verify account as per Eugene and he also tried to call the contact number on file but unable to reach
• customer do not know as well who is the super admin on the account
TS Performed:
Complete step-by-step documentation
• called the main super admin Noah Smith on (412) 951-1193
• incid : 506782486009
• unable to reach
• incid : 506782487109
• talked to Noah and agreed to remove the phone number of Jenna
• checked each extensions call forwarding and made sure that personal number of Jenna is not listed
• issue resolved
• no other concern
• case closure confirmed
• end of call
Resolution: How the issue was resolved
• checked each extensions call forwarding and made sure that personal number of Jenna is not listed
Case Number: 23260453
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID: 23261391
inContact ID : 506782537511
User ID: 62907125008
RC Phone Number: 18282204662
Customer Name: Sherry
Company Name: French Broad Endodontics, PLLC
Call back #: (828) 220-4662
Email Address: Info@frenchbroadendodontics.com
Number of DLs: 3
Account Verified (Admin): Yes | authorized caller
Issue / Customer Request:
• received new phone and need to set it up
• call disconnected while gathering details from customer
• callback
• incid : 506931554758
• unable to reach
• end of call
TS Performed:
Complete step-by-step documentation
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Extension:
Digital Line:
Model: Polycom VVX 250 Business IP Phone
Serial Number:
Is the customer on the same location as the device? (Y/N)
Resolution: How the issue was resolved
•
Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID: 23262277
inContact ID : 6505136364
User ID: 3111040036
RC Phone Number: 1 (650) 5136364
Customer Name: Simranjot Bachal
Company Name: TaxSquad
Call back #: (949) 394-7534
Email Address: sim@taxsquad.com
Number of DLs: 2
Account Verified (Admin): Yes | Ext. # 101
Issue / Customer Request:
• static sound on Yealink phone
TS Performed:
Complete step-by-step documentation
• gather device details
• changed bandwidth settings to Low
• device rebooted
• test call
• issue persist
• inform customer that we need to escalate the issue to QoS
• customer refused
• just want to replace the device instead
• device added : 12/21/2023 3:44 PM
• advised that he need to pay for the re-stocking fee
• discuss possible charges
• customer understood
• Urgent Warranty Device Replacement - II
New device will be shipped immediately. Customer will be charged for it and refunded after device return confirmation from distributor. Replaced device will be de-provisioned when new device is plugged in.
• processed re-stocking fee $25
• created shipping case
• T1 shipping case 23263307
• send e-mail to customer regarding the refund as requested
• additional concern : when someone dialed the main number, wants the call to be forwarded on his mobile app as well
• guided customer how to add his extension on call forwarding of ext 102
• leaving the case
• end of call
Extension: Tax Squad - Ext. 102
Digital Line: (650) 347-6402
Model: Yealink W76P Cordless Phone with 3 Handsets
Serial Number: 249AD806CBEC
Instance ID : 805115587036
Is the customer on the same location as the device? Yes
Resolution: How the issue was resolved
• replace device
Case Number: 23262277
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred:
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For Gladys | Call Forwarding - Assisted by Jam
Case ID: 23263611
inContact ID : 506931695885
User ID: 501833048
RC Phone Number: 14079620033
Customer Name: Gladys
Company Name: American Property Management
Call back #: (407) 443-2737
Email Address: apmflorida@yahoo.com
Number of DLs: 3
Account Verified (Admin): Yes | authorized caller
Issue / Customer Request:
• when someone dialed the main number starting from 4pm until 9am the next day, calls should be forwarded to her personal number (407) 443-2737
TS Performed:
Complete step-by-step documentation
• created custom rule on auto-receptionist and extension 103
• rule name : 4PM to 5PM and After Hours
• dialed number (407) 443-2737
• test call
• tested working
• issue resolved
• no other concern
• case closure confirmed
• end of call
Resolution: How the issue was resolved
• created custom rule on auto-receptionist and extension 103
Case Number: 23263611
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim: It was very good!
SAT Pred: 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID: 23265002
inContact ID : 506931807047
User ID: 901200008
RC Phone Number: 18702772490
Customer Name: Aaron Rathel
Company Name: Eastside Rice LLC
Call back #: (870) 520-8030 277
Email Address: Aaron@eastsiderice.com
Number of DLs: 222
Account Verified (Admin): No
Issue / Customer Request:
• phone not ringing
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
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Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID: 23265198
inContact ID : 506931832506
User ID: 1872131010
RC Phone Number: 1 (479) 4399174
Customer Name: Sarah
Company Name: Acutraq
Call back #: (479) 439-9174
Email Address: sarah@acutraq.com
Number of DLs: 14
Account Verified (Admin): Yes | authorized caller
Issue / Customer Request:
• Jay of Billing
• PIN on the account
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
•
Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID: 23265325
inContact ID : 506931839612
User ID: 62609757031
RC Phone Number: 12148387288
Customer Name: Michelle Priolo
Company Name: Priolo and Associates PC
Call back #: 2147942676
Email Address: mpriolo@priolocpa.com
Number of DLs:
Account Verified (Admin): Yes | authorized caller
Issue / Customer Request:
• phone reboots by itself
• they are getting welcome screen then the firmware will update but after that getting an error bad URL read
TS Performed:
Complete step-by-step documentation
• yanked open case 23265325
• unassigned phone to extension 105
• unable to hear any response on the other line
• ghost spiel
• call customer back
• incid : 506931860255
• talked to Michelle
• inform her that we need to access the phone's interface
• about to get the IP address
• customer said that phone is not responding when she press any button
• unplug all the cables on the phone
• issue persist
• advised customer that the phone is already defective
• proceed in ordering new phone
• Yealink T46U Ultra-elegant Gigabit IP Phone
• inform customer about the charges
• customer agreed
• issue resolved
• no other concern
• case closure confirmed
• end of call
Extension: Yealink T46S Gigabit Color Business Phone
Digital Line: (214) 919-2581
Model: Anita Hartmann - Ext. 105
Serial Number: 805EC0A8BE45
Is the customer on the same location as the device? Yes
Resolution: How the issue was resolved
• order new device
Case Number: 23265325
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim: Very helpful!
SAT Pred: 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID: 23267261
inContact ID : 506931966295
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
• call logs and call reports
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
•
Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID: 23267313
inContact ID : 506931972788
User ID: 507729048
RC Phone Number: 1 (205) 4534941
Customer Name: Chris Bruder
Company Name: CB Tech Services
Call back #: 6095099689
Email Address: chris@cbts.tech
Number of DLs: 2
Account Verified (Admin): Yes | as per agent
Issue / Customer Request:
• transferred call from Albert of Customer Success
• needs assistance to port in phone numbers >> 8562362301 | 8565088908 | 8887602287
TS Performed:
Complete step-by-step documentation
• guided customer how to submit port in request on admin portal
• created separate number for each order
• (856) 236-2301 || order number : 49954048
• (856) 508-8908 || order number : 49954048
• for the phone number, (888) 760-2287 he saw that there will be an additional charge if he port in that phone number
• customer is upset with the charge and said that he need to call his sales rep tomorrow
• don't want to pay for any extra
• said he will callback if he needs to cancel the port in request
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Resolution: How the issue was resolved
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Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID: 23267581
inContact ID : 506931981183
User ID: 62618652031
RC Phone Number: 19052818088
Customer Name: Anna Hodgson
Company Name: Scholars Education
Call back #: (519) 401-3434
Email Address: milton@scholarscanada.com
Number of DLs: 3
Account Verified (Admin): Yes | Ext. # 101
Issue / Customer Request:
• he spoke to a representative earlier and he is expecting for an e-mail confirmation that the account is being transferred
TS Performed:
Complete step-by-step documentation
• advised that there is already CIF created that is assigned to her account manager
• end of call
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Resolution: How the issue was resolved
•
Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID: 23267739
inContact ID : 506931991024
User ID: 62650830007
RC Phone Number: 1 (818) 3467500
Customer Name: Larissa Maximova
Company Name: Smart Decision
Call back #: (818) 634-1898
Email Address: info@yoursmartdecision.com
Number of DLs: 2
Account Verified (Admin): Yes | authorized caller
Issue / Customer Request:
• unable to access account and received an e-mail that the SMS usage already reached 95% of her monthly limit
TS Performed:
Complete step-by-step documentation
• provided link to customer where she can access her account
• discuss customer about the SMS allocation and SMS pricing changes
• guided customer how to change the operator extension on the account
• smart decision
•
Resolution: How the issue was resolved
• customer education
Case Number: 23267739
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
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Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
•
Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
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Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
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Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
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Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
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Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
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Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
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Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
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Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
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Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
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Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
•
Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
•
Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
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Resolution: How the issue was resolved
•
Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
•
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Resolution: How the issue was resolved
•
Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
•
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Resolution: How the issue was resolved
•
Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
•
•
•
•
•
Resolution: How the issue was resolved
•
Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************
For | - Assisted by Jam
Case ID:
inContact ID :
User ID:
RC Phone Number:
Customer Name:
Company Name:
Call back #:
Email Address:
Number of DLs:
Account Verified (Admin): Yes | Ext. #
Issue / Customer Request:
•
TS Performed:
Complete step-by-step documentation
•
•
•
•
•
Resolution: How the issue was resolved
•
Case Number:
Resolved? Yes
PKI/JIRA: N/A
Link of Feature Request Submitted: N/A
Link of Self-help options provided: N/A
Customer Sentiment/Verbatim:
SAT Pred: 0-6, 7-8, or 9-10
For intervention - NO
Reason for Intervention: N/A
Endorsed to TL/SME?: No
****************************************