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ML M14 Call Management Review
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When should you transfer to the supervisor queue?
 
You question the identity of the caller
 
The caller would like to file a complaint
 
It is your lunchtime
 
You are not feeling well and need to leave for the day
You should not let the caller know the reason you are placing them on hold.
 
False
 
True
CCRs can transfer to the following queues when Panviva directs them to transfer:
 
HTW queue and FFCC queue
 
HTW queue and M-BIC queue
 
FFCC queue and MBCC queue
 
None of these
The call record should contain:
 
All of the above
 
Accurate selection of caller type, language, and call type
 
Accurate capture of the SoftPhoneID, Caller First and Last names
 
Professional statements regarding case status or action taken
Which of the following is good practice for utilizing a Moment of Silence?
 
All of the above
 
Setting the expecations for the silence while researching/action.
 
Thanking the caller for their patience once you return from silence.
 
None of the above
The case Notification Icon is for HHSC use only.
 
False
 
True


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