Dispositions Customer Service "CS"
This article contains the dispositions available on Vcare and QueueMetrics and when to use them.
Maria O TM
Last Update 9 days ago
The disposition must be based on the verified root cause (final resolution), not the customer's initial assumption. It should reflect the actual reason that prompted the customer to contact customer service.
E.g.: The customer called because they have no service, and thanks to probing questions, we found out they are unable to use their data. We reviewed the account and noticed the data bucket is depleted; they don't have data balance.
The disposition to use is: Balance Depleted Data
Below is the list of the current dispositions on Vcare and QM and their explanation (when to use).
E.g.: The customer called because they have no service, and thanks to probing questions, we found out they are unable to use their data. We reviewed the account and noticed the data bucket is depleted; they don't have data balance.
The disposition to use is: Balance Depleted Data
Below is the list of the current dispositions on Vcare and QM and their explanation (when to use).
| Disposition | Use For | Reason | Example |
|---|---|---|
| Account Activation/Reactivation | Use for account activations, reactivations, (re)activation issues, status inquiries of escalated cases. Prepaid accounts only. | Customer calls to activate/reactivate their account, to follow up or is having (re)activation issues on a prepaid account. |
| LL Account Status | Use when a caller wants to check the status of their account (Active | Inactive | Suspended | Grace period) on Lifeline accounts only | When customers call to check the status of their Lifeline account or requests account information. |
| Account Information/Changes | Use when caller requests account information or requests a change. CPNI requests or changes to personal details of account. | Name | Mailing & Service Address | PIN (Changes only) | DOB | EMAIL | Secret Question | IVR PIN | Secret Answer | Altn. Phone #, or when in need of PUK Code. |
| Account Status NLAD Disconnect Dispute | For customers who call reporting they don't have service, Account shows NLAD Transferred Out and say they didn't sign up for service with someone else. | Customer had LL benefit with GM and now account shows benefit was transferred to another carrier, customer is not aware of it, and the reconnection process was not followed due to a call disconnection for example. |
| Account Status NLAD Transfer | For customers who signed up with another company, the LL benefit was transferred out, and the account is under NLAD grace period. | Customer had LL benefit with GM and applied with another carrier, transferred the LL benefit and they are aware of it, but the reconnection process was not followed due to a call disconnection for example. |
| Account Status | Use when a caller wants to check the status of their account (active | Inactive | Suspended | Grace period) on prepaid account only. | To use when customers call asking for account status. |
| Account / PW Request | Use when a caller requests account information. | When customers calling to request their account number and/or PIN to port out or for personal records. |
| LL Call | Received customer service call where agent transferred Field Street Agent to Agent Support. | Field Street Agent wanted to call Agent Support and was routed to Customer Service. |
| LL data issues | When street agent calls customer service and requests troubleshooting for data on behalf of the customer. | When Street Agent calls reporting customer can't use internet, they have bucket available, no known outage and we need to troubleshoot. |
| PIN EMAIL | Use when the PIN is sent through email to a verified email address | When the customer is going to receive the PIN on the verified email address on their account. |
| LL Street Agent Account Status | When STREET AGENT calls Customer Service to ask about Enrollment or account status | When street agents call to know about the enrollment, account status, or a process of the enrollment if is Enrolled, Unqualified. |
| LL unable to make Calls | When STREET AGENT calls CUSTOMER SERVICE reports an LL account is unable to make/receive calls and it needs troubleshooting | Customers are not able to make or receive calls, and this is not due to balance depleted or known issues. |
| LL Winback process | When the reconnection process was successful during the interaction. | When the customer care agent walks the customer through the winback process successfully. |
| Autopay | Use when a caller wants to add/remove autopay or has an issue/question with their autopay. | Autopay activation, autopay removal, autopay issue, autopay modification, plan renewal/change/upgrade with autopay activation. Use this disposition when autopay is set up regardless the call reason. |
| Autopay LL Payment | All calls in which we add the 𝟑𝐆𝐁 𝐟𝐨𝐫 $𝟏 promo | Customer will enroll autopay 𝟑𝐆𝐁 𝐟𝐨𝐫 $𝟏 |
| Balance Inquiry (SMS MIN DATA) | Customer requests balance information for calls, texts, data, or ILD, check the current balance of their account or the remaining calls, text, long distance calls and data. | Customer wants to know how much minutes, SMS, data or Long Distance time they have available under their plan. wants information on their balance. Inquiry Calls, Inquiry SMS, Inquiry Data, Inquiry ILD |
| Balance Depleted SMS/MIN | Use when Customer or Dealer is calling reporting they are unable to make calls or use text messages and the account has low or no bucket balance available, already used their, Minutes(calls) or SMS Bucket. | When customer states they are unable to use the service and bucket appear as 0, but according to usage, the customer used all call and text bucket.Or when they call in because they want the courtesy(500 MB or 5GB) but they dont have data. Data Balance Used (No Issue), Courtesy / Additional Data Used, Hotspot (when customer has an issue with hotspot) |
| Bill Pay - Customer Payment | When customer is calling or chat if we process the payment, make, or perform a bill payment through the phone, web. Payment by 𝐩𝐡𝐨𝐧𝐞(representative agents) | When customer calls, chat, reporting he purchased a plan through Webpage / phone ,and calls to apply it. When customer calls asking why he has no service and he purchase a plan on the Web page.When customer wants to pay plan through the phone, when customer try to pay through the phone. |
| Billing Inquiry | When customer is asking for: payment inquiries, Billing account status, asking for an invoice, discrepancy on a bill, billing / renewal cycle information | Renewal Billing Cycle Information, Payment Method |
| Cancelation-Ticket | This is used with CS and cancellation department. When the customer wants to cancel, and cancelation ticket is created (Retention efforts were not accepted) / will be used this disposition when LL customer calls requeting the LL account cancellation / de-enrollment. | When LL active customer wants to de-enroll / cancel the benefit / account and we will transfer to cancelation department. |
| Customer Cancel Revoke | Use when account owner calls back within 24 hours after he / she requested LL account deactivation | Accont holder request LL cancelation stops and will keep the account active. This can only be requested within the first 24 hours of original cancelation request. |
| Customer Hung up | Use when the caller hangs up before stating the reason for the call, end the phone call unexpectedly without providing the reason of the call. | ONLY USE WHEN CALLER DISCONNECTS THE CALL / CHAT AND WE DO NOT KNOW THE REASON HE CALLED / Chat (QM should not shows Agent disconnect) |
| Damaged Device | Use when a caller reports their device is damaged: broken, spoiled, or stopped from working properly. | Damaged Delivered Device, Damaged Device Sold by GM |
| Data Issues | Use when the customer is having issues with their data | SIM card Issue, Throttled |
| Dealer Account Status | When DEALER calls Customer Service to ask about Enrollment or account status. | When dealer call in behalf of the customer and wants account status. |
| Dealer Balance Inquiry (SMS MIN Data) | When Dealer calls CUSTOMER SERVICE reporting issues and we need to refill the bucket | |
| Dealer data issues | When Dealers calls CUSTOMER SERVICE and troubleshooting for data is needed | Dealers calls reporting that the csutomers can't use internet, not loading correctly their data, they have bucket available(they have enough data), no known outage and we need to troubleshoot. |
| Dealer SIM swap | When Dealer calls CUSTOMER SERVICE and wants to perform a SIM Swap | |
| Dealer unable to make Calls | Dealer Unable to make Calls: When Dealer calls CUSTOMER SERVICE reports an account is unable to make calls and troubleshooting is needed | Customer are not able to make or receive calls and this is not due to balance depleted or known issues |
| Device Inquiry / Issues | Use when the caller is having issues with their device and we need to troubleshoot, when they wants information about a device and they are asking question. | Device presents issues and we need to troubleshoot software. When customer have an inquiry with the device. Or they can't access like for example Google that they have an issue with the APP but they have data on the plan and we need to troubleshoot. Software Device Issues, Hardware Device Issues, Locked Device, Device Request (new device). |
| Disconnect - Fraud | Use when the account is disconnected due to the customer stating they did not apply or there was misinformation provided when the account was activated. | When they stated that they haven't apply with another company. |
| Dealer portal inquiry | Use when the dealer have an inquiry about the portal, or they asking more information. | Dealer asking mor einformation about the Portal. |
| Disconnect-Customer Request | Use when the Prepaid caller requests to disconnect the account (Prepaid account only) | Customers calling to disconnect account. Notes should specify the reason (prepaid account only) |
| DISH Account Troubleshooting | For all Dish account : Use if there is an issue with accounts that show DISH as the carrier | Isues such as unable to use Data, Talk or SMS and account has balance bucket available and troubleshooting steps did not resolve the issue. |
| Escalation | Use when the caller has an escalated issue, requests a supervisor, the call caused the customer to be escalated or the call was made due to an escalation. | Regardless the reason of the call, if the cutomer asks for a supervisor, we will use this disposition for escalations of all types. |
| Features Inquiry/Issue | Use when the caller is having issues with their Account Features, or they have an inquiry, or they are asking questions related. | Question, concerns or issues on Gen Mobile Features (𝐂𝐚𝐥𝐥𝐞𝐫 𝐈𝐃, wifi calling (WFC), 𝐂𝐚𝐥𝐥 𝐅𝐨𝐫𝐰𝐚𝐫𝐝𝐢𝐧𝐠, Hotspot 𝐕𝐨𝐢𝐜𝐞𝐦𝐚𝐢𝐥, provide callback numbers for any issues of the service, roaming, or other ) |
| Gen Mobile App | Use when the caller needs help or information on the Gen Mobile App. | Gen Mobile APP related, when customer is not able to access to the APP, unable to access to the APP, locked out, forget their password, APP crashes, other APPs issues, verification code is not received. inquiry about the APP. App Inquiry (General Information), Unable to access the app, Login Block, Forgot Password, App Crashes, Other (Specify the issue type), Verification code not received. |
| Gen Mobile Website | Use when the caller needs help, guide or information on the Gen Mobile website. | Gen Mobile Website relate like when they are not able to access to the Genmobile website. they don't find information on the website, or we need to guide them with the website, or chatting with us. |
| Ghost/Dead Air | Use when there's no response from the customer (Calls and Chats) | Followed the Ghost/Dead air KB article scenarios. For voice, use "Ghost call / Dead Air." For chat, use KB article "Chat Shortcuts" |
| ILD Issues/Inquiry | Use when the caller is having issues with their International long distance calls. | Use when the caller is having issues with their ILD like that they can't call from one country to another. Or when they don't know how to make an ILD. Having an issue with the APP payment. App Payment Issue, Connection Issues, ILD Not Set Up Correctly, ILD Renewal Fail, Not on an ILD compatible plan, Out of Balance. |
| Known Outage | When customer calls reporting service issues and we identified there is a known outage with AT&T | TMobile | DISH | Customer states they are unable to user their service (Calls | SMS | Data) and we troubleshoot and while doing troubleshoot you find out theres is a Globar Known Outage from the account carrier. ILD Issues. Carrier Issues, Telgoo Issues, Other |
| Lost / Stolen Device | Use when a caller reports their device lost or stolen. | When customer calls to report their device is lost / stolen and wants to suspend the account. |
| MDN change | Use when the caller wants to change their MDN, changes their MDN, or wants information on changing the MDN or wants to know their MDN. | Mobile number change |
| Network Swap | Use when the caller needs help 𝐒𝐰𝐢𝐭𝐜𝐡𝐢𝐧𝐠 𝐍𝐞𝐭𝐰𝐨𝐫𝐤 /𝐂𝐚𝐫𝐫𝐢𝐞𝐫(TMO, AT&T DISH) or wants information on switching their network / carrier, or any update. | DISH to AT&T SWAP, DISH to TMO SWAP |
| Outbound Call | Use when the customer service representative outbound calls a customer. | When you are calling back a customer as follow up for you previous call, you would leave 2 notes, the inbound note with the disposition on the reason of the call and the outbound call with Outbound Disposition |
| Plan Change | Use when the caller requests information on changing a plan, changes their plan, or wants the status of a plan change. | Rate plan Change by customers request. Ex: customer have the 20$ plan but he pay to change it to the 40$ its not going to be bill payment as disposition since this is an exception due to the customer is making a change on their account. |
| Plan Information | Use when the caller wants information on gen Mobile plans, wants information on their plan or available plans. | Detail on the current plan in account like: 1. What the plan provides 2. How the plan works |
| Port In Status | Use when the caller wants information on the status of a port in. Also, use it if they are requesting a port in. | When customer is calling to perform a Port in, ask about the status of a port in. They needs the MDN, account number from the other carrier, PIN, the MDN must be active to do the process of the port. |
| Potential Customer Inquiries | Use when a potential customer (no gen mobile account active, the account is Inactive) calls to ask about rate plan of Genmobile and general information. | When customer does not have an active account and wants information on Gen Mobile or by mistake called Gen Mobile. Potential customers like: 1. They have shown interest in Genmobile products or services. 2. Wants to know about the store we have near. Other |
| Prepaid to ACP | Use if customer calles asking how to convert their prepaid account to LL. | If active prepaid customer calls asking for information or guidance on how to convert from Prepaid to LL. |
| Promotion / Sales | Use when the caller is calling due to a sales or promotional campaign. | Data Promo, Promo & Sales Inquiries |
| Refund Request | Use when the caller wants a refund or is checking on the status of a refund. | Customer request Refund, or wants information on any refund. |
| Request CDR | Use when the caller wants information on call / text / data details, or calls to know about more information on their CDR | When customer requested the call detail report be sent through email. |
| My Account Portal Gen Mobile MAP | For issues with their online account, when they are not able to access to the APP they can do it on the website on my account portal | Note type specifically for the My Account Portal (MAP) in webpage or website of Genmobile, they need to add the MDN and the PIN and they can access to the My account portal genmobile MAP if their APP doesn't work: https://myaccount.genmobile.com/SignIn.php |
| TG5 Account Issue | Disposition will be used only when the account presents a TG5 (Telgoo / Vcare) issue such as but not limited to: -Plan not downgraded -Balance depleted without being used -Plan Stuck -All Balance in 0 | Plan Not Downgraded, Plan Stuck |
| Port Out Status | Use when the caller wants information on the status of a port out. | When customer is calling follow up on a port out |
| LL Balance Inquiry (SMS / MIN / DATA) | Street agent requests balance information for calls, texts, data, or ILD, check the current balance of their account or the remaining calls, text, long distance calls and data. | Customer wants to know how much minutes, SMS, data or Long Distance time they have available under their plan and he-she is with the street agent. wants information on their balance. |
| Shipment Status | Use when a caller wants information on their order's shipment status or if there is an issue with a shipment. Also, use it if the caller makes changes to their shipment information. | Replacement Device Status, Shipment Sent |
| SIM / IMEI Swap | When the caller or street agents want to change their SIM / IMEI, changes their SIM / IMEI or wants information on changing their SIM / IMEI, wants to have a new SIM card. Also e-SIM | This disposition is used with street agents and customer. When customer or street agent call us to make a SIM, eSIM, IMEI or Device ID Swap. SIM Swap, Decline or Cancel Request for a SIM swap. |
| TSMS / MMS issue | Use when the caller is having issues with SMS / MMS. | When customers are unable to send or receive text messages SMS / MMS and issues is not related to balance depleted. |
| Top Up MIN / ILD | Use when a caller wants to make a Top-Up for minutes or ILD, a Top-Up is processed via representative agent or they need assistance with a recent Top-Up purchase that they made. Or when they just ask for the available top-ups we have.. | When customer calls or chat in to add top ups for minutes or ILD so they purchased through customer service via phone. This is an Exception with the bill payment disposition, the customer is paying but we have this disposition "Top Up Min / ILD" just for these escenarios. |
| Unable to Make / Receive Calls | Use when troubleshooting and helping customers report issues making or receiving calls/texts. | Customer are not able to make or receive calls and this is not due to balance depleted or known issues and we need to troubleshoot Network Reset, SIM Card Issue, APN, Troubleshooting. |
| LL to Upgrade Callback | Use if the customer requests a callback or will call back later. | When caller states they will callback as they need to think about the LL upgrade offer, or requests a callback later |
| LL to PP Sale | Use if you successfully sell a prepaid plan to an LL or previous LL customer. | You sold a prepaid plan to an LL customer |
| LL to PP Decline | Use if the customer is not willing to switch to prepaid. | LL customer not willing to convert to prepaid. |
| LL to PP Callback | Use if the customer requests a callback or will call back later. | When caller states they will callback as they need to think about the prepaid offer, or requests a callback later |
| LL to PP Free Option / Lifeline | Use if the customer wants a free option and is in a Lifeline state. Offer to sign up for Lifeline. | When customers calls in because they want to convert to lifeline. Customers that wants to have the Lifeline benefit with us or that they are making the process for the Lifeline. |
| LL Sales Inquiry | Use if an LL customer calls and inquires about upgrade plan offers. | IF and LL account calls to ask about more data on thier LL only new account, wants information on prepaid offers. |
| LL to Upgrade Sale | Use if you successfully sell an upgrade plan to an LL or previous LL customer. | The account will conver to LL only, and you sold a LL upgraded plan. |
| LL to Upgrade Decline | Use if the customer is not willing to purchase an upgrade. | Caller will keep the LL standard plan |
| Balance Depleted Data | Use when Customer or Dealer is calling reporting they are unable to use data and the account has low or no bucket balance available, already used or consumed their data. | When customer states they are unable to use the service and bucket appear as 0, but according to usage, the customer used all data bucket. Or they call requesting to purchase or get free data/internet and no plan/top-up is purchased due to call disconnection. |
| Shopify Payment | When customer is calling or chat to try, make, or perform a bill payment through shopify. Payment by 𝐒𝐡𝐨𝐩𝐢𝐟𝐲 𝐨𝐫𝐝𝐞𝐫. | When customer calls, chat, reporting he purchased a plan through Shopify and calls to apply it. When customer calls asking why he has no service and he purchase a plan on Shopify. When customer wants to pay plan through shopify. |
| Top Up Data | Use when a caller wants to make a Top-Up for data, a Top-Up is processed via representative agent or they need assistance with a recent Top-Up purchase that they made. | When customer calls in to add top ups for data or internet so they purchased through customer service via phone. This is an Exception with the bill payment disposition, the customer is paying but we have this disposition "Top Up Data" just for these escenarios. |
| Unable to verify no PII / PIN | Use when a caller is not able to verify the account with the PIN, text message, Email or callback. And we are not able to provide information of the account, we can only advised them that the account is active or inactive. | When the customer call in to check for example why is not able to use data, but he's not able to verify it, we can go ahead and use this disposition as an exception. |
| Cancelation - unable to verify | Use when a caller can't verify the account and his reason of calling is to cancel the account. | When the customer was not able to verify the account with the different methods, and they wanted to cancel the account. |
| Transfer to cancelations | Use when you transfer a call to the cancelation department queue. | When the customer completed all the cancellation verification procedure and the call was transferred to 4022. |
| PWG to DISHTMB | use for all calls related to PWG to DISHTMB SIM swaps, even if the customer is going to receive a different SIM type. | |
| Cancelation Off Hours | This should be used if a customer calls and the retention team(Cancelation team) is not available because they are calling during off hours. | |
| Wrong number | This is mainly for potential customers who don’t have an account in Vcare. | This disposition must be used when the caller called the wrong number and did not intend to call Gen Mobile. |
| GM information | This is mainly for potential customers who don’t have an account in Vcare. | If a customer contact us but they don't have any account with us and they just asking for GenMobile Information related, this is the disposition that you should use since we don't have account on Vcare. |
| LL Application Status | This is mainly for potential customers who don’t have an account in Vcare. | If a customer contact us but they don't have any account with us and they just asking for any application status(Pending, rejected, not approved) regarding the LifeLine benefit, this is the disposition that you should use since we don't have account on Vcare. |
| LL Application Help | This is mainly for potential customers who don’t have an account in Vcare or requests general information of the free benefit or how to apply. | When a caller contacts us and they don't have any account with us or they need help on how to apply for the LL benefit. When callers call in to request general LL benefit information such as: Plan Details or wants information of the benefit they can get. |
| PP Application Help | This is mainly for potential customers who don’t have an account in Vcare. | Use this disposition for potential customers inquiring about information on how to obtain prepaid services. |
| PIN by Mail Request | Use when the PIN is sent through regular mail. | When the customer is going to receive the PIN via letter in regular mail. |
| APN: Update Successful | When callers are calling in from a different device and they successfully set up the APN. | Used when the agent successfully guides the customer through the APN change steps and confirms data connectivity or the eseller APNs were confirmed by the customer. |
| APN: Troubleshooting | When callers are unable to set up APN on their device manually, they are calling from the same device, or an issue is present and an outbound is required. | Used when the device (e.g., newer iPhone models) prevents manual APN update, the APN needs to be set up and they are calling from the same device, or there was an issue updating the APN, so an outbound call is expected. |
| APN-Outbound: Contact Attempted/Voicemail | An outbound call when the agent attempted to call the customer but there was no answer. | Used when an agent attempts to call/reach the customer regarding the APN update, but the call is not answered or voicemail is reached. |
| APN-Outbound: Update Complete | An outbound call following the APN troubleshooting disposition where the settings were successfully updated. | Used when the customer confirms they completed the APN update following the outbound contact. |
| APN-Outbound: Offer Accepted | An outbound call made to complete APN set up and the caller accepted the SMS offer received. | Used when the customer accepts the incentive offer (e.g., the 2GB courtesy data mentioned in SMS 2) to complete the APN update. |
| APN-Outbound: Declined/Refused | An outbound call is performed but the caller refuses to set up APN. | Used when the customer is contacted but explicitly declines or refuses to perform the APN update. |
| APN-Outbound: Update Failure - Escalated | An outbound call is performed but issues didn't let the APN to be set up, or the option is not available. | Used when the customer attempts to update during the call but encounters a technical error that requires further assistance or escalation via ticket (DISHATT UNABLE TO USE DATA). E.g. APN option is greyed out, or option is not available. |
| Unlock Code Request | Callers requesting to unlock their device. | A caller requests to unlock their device so it can be used with another company. |
- Maria O. MAO 11/24/2024 Changes of dispositions
- Maria O. MAO 11/26/2024 12:32 PM Delete:1. Save LL complaint; 2. Save LL congress; 3. Save LL inquiry; and 4. Save LL sale prepaid.
- Maria O. MAO 1/10/2025 11:40 AM Delete: 1. Balance Depleted SMS/MIN/Data 2. Bill payment / Shopify Renewal 3. Top Up Min/ILD/Data
- Maria O. MAO 1/10/2025 12:07 PM Add: 1. Balance Depleted SMS/MIN 2. Balance Depleted Data 3. Bill Pay - Customer Payment 4. Shopify Payment 5. Top Up MIN / ILD 6. Top Up Data
- Elder L 7/3/2025 4:33 PM Add: Cancelation - unable to verify, and Cancelation - Transfer to cancelations
- Maria O. MAO 07/09/2025 update: Instead of the ACP/EBB Inquiry, we change the name to LL Inquiry.
- Maria O. MAO 09/23/2025 add the PWG to DISHTMB
- Maria O. MAO 10/24/2025 Added Cancelation Off Hours
- Maria O. MAO 12/16/2025 made some modifications on the LL balance inquiry changed it to just street agents and add on Unable to verify no PII/PIN that EMAIL authentication and remove the USAGE.
- Maria O. MAO 03/25/2026 add new dispositions in cases that we don't have any account on VCare for potential customers. Wrong number, GM information, LL Application Status, LL Application Help, PP Application Help. Delete from "Potential Customer Inquiries" the Wrong Number and GM Information.
- 4/1/2026. Updated by Gabriela Barrientos, Ruth Mendoza, Gustavo Hernandez. Updated Ghost/Dead section.
- 4/2/2026. Updated by Gustavo Hernandez. Corrected the disposition "Account Status Prepaid Account" to "Account Status" for consistency with Telgoo5 and QM.
- 4/6/2026. Added disposition: PIN by Mail request.
- 4/7/2026. Gustavo Hernandez. Added PIN Email.
- 5/15/2026. Added APN set up dispositions. LL Application Help updated. LL inquiry removed.
- 6/1/2026. Updated by Gustavo Hernandez. Added "Unlock code request" disposition.
- 6/5/2026. Updated by Gabriela Barrientos, Gustavo Hernandez, Jonathan Gomez, and Jesus Torres. Reworded KB article definition for accuracy. Added that autopay must be used regardless of the call reason. Added example of caller requesting purchase/free data to balance depleted data.
- 6/30/2026. Updated by Gustavo Hernandez. Redefined explanation for LL winback process. Added that Account Status NLAD Transfer and Account Status NLAD Disconnect Dispute can be used only when the reconnection process is not followed.