Dispositions Agent Support "AS"
Dispositions for QueueMetrics
Maria O TM
Last Update 10 hari yang lalu
Every interaction (inbound or outbound) we have with a customer must be placed in Vcare Notes; this is to keep track of what was discussed, previous promises, changes made, and agreement from both parties.
Name:
Authentication:
Reason:
Resolution:
Follow-up/Next Step:
-----------------------------------------------
Name:
Authentication:
Reason:
Error:
Resolution:
Follow-up/Next Step:
-----------------------------------------------
Format
Name: Name of the caller and/or any person we spoke with
Authentication: PIN, TEXT MESSAGE, CALLBACK, EMAIL, MAIL
Reason: What did the customer reach out to us about? /What was the reason the caller reached out to us about?
Resolution: How we reached the given resolution (example: performed a sim/swap, rate plan was changed, added data top-up, changed MDN, updated email, changed PIN, SIM/IMEI changed, refilled balance, etc... )/Were there any additional steps taken to resolve the customer’s concerns(Detailed description of the answers and actions you provided to address the customer’s questions and any actions that were taken to resolve the situation the customer was facing
Follow-up/Next Steps: Any step recommended to the customer as part of the resolution "homework".
Follow-up / Next Steps = What the customer must do.
Example: like the hard reset, power-cycle the device, a callback, remove and add the SIM card back in, when you transfer a call.
-----------------------------------------------------------------------------------------
Name:
Authentication:
Reason:
Resolution:
Follow-up/Next Step:
-----------------------------------------------
Name:
Authentication:
Reason:
Error:
Resolution:
Follow-up/Next Step:
-----------------------------------------------
Format
Name: Name of the caller and/or any person we spoke with
Authentication: PIN, TEXT MESSAGE, CALLBACK, EMAIL, MAIL
Reason: What did the customer reach out to us about? /What was the reason the caller reached out to us about?
Resolution: How we reached the given resolution (example: performed a sim/swap, rate plan was changed, added data top-up, changed MDN, updated email, changed PIN, SIM/IMEI changed, refilled balance, etc... )/Were there any additional steps taken to resolve the customer’s concerns(Detailed description of the answers and actions you provided to address the customer’s questions and any actions that were taken to resolve the situation the customer was facing
Follow-up/Next Steps: Any step recommended to the customer as part of the resolution "homework".
Follow-up / Next Steps = What the customer must do.
Example: like the hard reset, power-cycle the device, a callback, remove and add the SIM card back in, when you transfer a call.
-----------------------------------------------------------------------------------------
| Disposition | Use For: |
| AS Application Status | Use when the agent needs the status of the application. This includes when they need help with a customer's qualification status. Also, use it if the agent has an issue with submitting the application. |
| AS RTR Application Status | Use when the agent calls for help with an order waiting for RTR review or needs help with the reason for the rejection. |
| AS Enrollment App Help | Use when the agent needs assistance with the Quest app. If the app is not loading or they are receiving an error with the app. |
| No Response / Caller Not Available | Use for ghost calls or calls where the caller does not respond. Also, use for a wrong number. |
| AS Edit / Change Profile Information | Use when the agent wants to edit or update profile information. Also, use it if they are trying to verify profile information or a recent change. Use for email resets also. |
| AS Background Check | Use when the agent requests a manual background check or needs the status on their background check. |
| AS Onboarding Status | Use when the agent needs assistance with the onboarding invitation, their onboarding status, or completing their onboarding. |
| AS Login Help | Use when the agent needs their password reset, needs to recover their password / username, needs to unlock their login, or needs the status of their login. |
| Verification Fail | Use when the agent is unable to verify and you are unable to assist. |
| AS RAD ID Status | Use when the agent needs help getting, verifying, or linking their RAD ID. |
| AS Service Activation | Use when the agent is unable to activate a device/SIM or has issues with the service. |
| Device / SIM Troubleshooting | Use when the agent needs help with the device or SIM. Also use for calls with devices, not in inventory or assigned to the agent. |
| AS Device / SIM swap | When Street Agent calls to perform a SIM/IMEI swap, they have bucket available, no known outage. |
| System Issue | Use when the agent is reporting a system issue or calling because a system issue was reported to agents. Status checks on system issues should also use this note. |
| Agent Escalation | Use when the agent is being contacted or contacts Agent Support for an escalated issue. |
| AS Agent Sales Inquiry | Use when a caller requests to become an agent or wants information on how to work as an agent. |
| AS Agent Promo | Use when an agent calls for help with a promotion, information on a promotion, or other issues related to a promotion. |
| Outbound Call | Perform an outbound call to reach the street agent. |
| Transfer to customer service | Transfer to Customer Service Queue as they need Account Management (change plan, top-ups, port in/out and other account management scenarios). |
| AS Account Status | When they need to check the account status. |
| AS Data Issues | When street agent calls agent support and requests troubleshooting for data on behalf of the customer. |
| AS Unable to make and receive calls | needs troubleshooting to fix an Unable to make calls. |
Maria O. MAO 11/24/2024 11:45 PM
Maria Ortega 06/30/2026 add the notes templates