Call flow
By: Anonymous3/14/202358 views Public Note
“Thank you for calling RingCentral Technical Support, my name is Daniel, may I have your first and last name please.”
CASE TEMPLATE
Incontact ID:
UID:
RC Phone Number:
Customer First and Last Name:
Extension #:
Callback #:
Email Address:
Account Verified: Y/N
Admin: Y/N
Description Information:
Set ETA:
Troubleshooting:
Resolution:
CALL CHECKLIST
Recap: Y/N, “Alright, just to make sure we got everything covered…”.....is there is anything else I can help you with…?”
Gain Agreement to close the case: Y/N
Promoted Support Site: N/N
Promoted Survey: Y/N
SAT Prediction: 10
I am resolving the case now: Y/n
Attached KB Article: Y/n
SUBJECT line
For (Customer’s Name)_Issue_Assisted / Resolved by (Agent’s Name)