Untitled Note

For Nazim | Password Reset and Access Call Recordings - Resolved by Jam Case ID: 19413448 inContact ID: 457006792325 User ID: 62578049031 RC Phone Number: 4243899000 Customer Name: Nazim Company Name: Amazing Venture Inc Call back #: (310) 866-6584 | Email Address: marinadelrey@amazinglashstudio.com Number of DLs: 54 Account Verified (Admin): Y Ext. # 101 Issue / Customer Request: • trying to access and listen to the call recordings but he cannot to his access account (extension 101) TS Performed: • sent password reset notification on marinadelrey@amazinglashstudio.com • customer was able to update his password and logged in to his account • assisted customer how to access and listen to call recordings on his RC mobile app • as per checking, there are no call recordings on the account • explained to customer that he have on demand call recording and the only time for the call to be recorded is by pressing the * or 9 on the dial pad • customer confirmed that he is not doing that because he thought that he has the automatic call recording • advised customer that he need to upgrade his plan to have that feature • created CIF case : 19413602 • end of call • 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No FOR CIF User ID: 62578049031 Name of the customer: Nazim Callback Number: (310) 866-6584 Details of request or issue: Plan Upgrade CIF Case #: 19413602 AM: Dan Cutts | dan.cutts@ringcentral.com **************************************** For Andrew | Incoming Calls - Resolved by Jam Case ID: inContact ID: 457006801367 User ID: RC Phone Number: 8436395800 Customer Name: Dr. Andrew Company Name: Call back #: Email Address: Number of DLs: Account Verified (Admin): Y Ext. # Issue / Customer Request: • ATT users unable to call their main line • customer confirmed that his account is from ATT Office at Hand • about to provide the number of ATTOH but customer requested to be connected • transfer call • eoc 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** SUPERB TRANS_EXISTING RESERVATION For Basel | Caller ID Information - Resolved by Jam Case ID: 19413814 inContact ID: 457006802851 User ID: 587500048 RC Phone Number: 3216847300 Customer Name: Basel Alboulad Company Name: MCO Luxury Transportation Call back #: (561) 777-5107 Email Address: mcoluxury@gmail.com Number of DLs: 2 Account Verified (Admin): Y Ext. # Issue / Customer Request: • wants to be able to know or see on his app if the call come from (407) 268-6166 TS Performed: • as per checking the phone number (407) 268-6166 is the direct line of Superb Trans (Ext. 1003) • created call queues then set the call queue name as Superb then the department name • copy the call queue settings of the existing queues on the account • assigned the new call queues on the key presses of ext 1003 • did multiple test calls • incid : 457006809609 • incid : 457006809908 • incid : 457006811804 • tested working • advised customer that the only way for him to view the messages of ext 102 is if he know the password of that extension • guided customer how to view messages on the admin portal • updated the voicemail PIN of extension 101 • call disconnected after updating the password and PIN • callback customer • incid : 457006815467 • customer confirmed that everything is working okay • issue resolved • no other concern • case closure confirmed • end of call Resolution: • created call queues then set the call queue name as Superb then the department name Case Number: 19413814 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For Eudita | Yealink Phone Provision - Resolved by Jam Case ID: 19413857 inContact ID: 457006815674 User ID: 2945567020 RC Phone Number: 9178327824 Customer Name: Eudita Company Name: Hands On Physical Therapy and Rehabilitation Call back #: 5169840435 Email Address: arna11bhim@gmail.com Number of DLs: 2 Account Verified (Admin): Y Ext. # 101 Issue / Customer Request: • office phone is not ringing TS Performed: Complete step-by-step documentation • gather device details • get the phone's IP address • menu > status > IPv$ • created RC meeting • sent meeting link on customer's e-mail • provided RCV disclaimer • customer joined using her mobile phone • asked customer to join using her computer • downloaded the RingCentral application on computer • unable to access GUI • its not accepting the default password of Yealink • customer confirmed that he purchased this phone from a 3rd party vendor • advised to reach out to manufacturer to ask for the log in information • end of call • • • • • menu > status > • • • • Resolution: How the issue was resolved • Device : Yealink T41 Serial Number : 001565B3570D User : Jamaica Office - Ext. 2 Phone Number : (917) 672-3132 IP Address : 98.13.224.151 Instance ID : Yealink t41 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No **************************************** For | - Resolved 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): Y 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: 0-4, 5-8, or 9-10 For intervention - NO Reason for Intervention: N/A Endorsed to TL/SME?: No ****************************************