The case Notification Icon is for HHSC use only.
True
False
Which of the following is good practice for utilizing a Moment of Silence?
Setting the expecations for the silence while researching/action.
Thanking the caller for their patience once you return from silence.
All of the above
None of the above
The call record should contain:
Accurate capture of the SoftPhoneID, Caller First and Last names
Accurate selection of caller type, language, and call type
All of the above
Professional statements regarding case status or action taken
CCRs can transfer to the following queues when Panviva directs them to transfer:
HTW queue and M-BIC queue
HTW queue and FFCC queue
None of these
FFCC queue and MBCC queue
You should not let the caller know the reason you are placing them on hold.
False
True
When should you transfer to the supervisor queue?
You are not feeling well and need to leave for the day
The caller would like to file a complaint
You question the identity of the caller
It is your lunchtime
