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