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  • Ready - The agent is available to take a call.
  • Not Ready - Break - Specialists are entitled to two, 15-minute breaks during the day.  This status should also be used for restroom breaks.
  • Not Ready - Desk - This status should only be used when an agent needs to make an outbound call or when the agent needs to discuss the details of a call / ticket with another agent.
  • Not Ready - HSSE - Used when an agent is working directly with a customer at the HSSE walk-up deskThe CSC no longer has a walk-in helpdesk in HSSE, this phone status has been retired and should not be used.
  • Not Ready - IOC - Used when a Specialist is working PRIMARY in the IOC.
  • Not Ready - Lunch - Specialists are entitled to a 1-hour lunch break each day.
  • Not Ready - Meeting - If a Specialist has a scheduled meeting, this status should be used.
  • Not Ready - Point - If a Specialist or Representative Supervisor is scheduled as Point for the day, this status should be used.
  • Not Ready - Training - Used when an agent is training a new staff member during the onboarding process.
  • Not Ready - WALC - Used when an agent is working directly with a customer at the WALC walk-up desk.

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At times, you may wish to consult with your coworkers or manager about a particular caller’s problem.  To put a caller on hold, first ask the caller if you can put them on hold.  If they say yes, press the Hold button and the caller will no longer be able to hear your conversation.  When you are ready to speak to the customer again, press the Hold button again. 

Transferring Calls

Cisco WebEx/Jabber - Softphone Warm transferTransfer Process & Protocol

When you need to transfer a call to another party, inform the party that you are going to transfer them, press the Transfer button, dial the number you want to transfer to, the other party should pick up.  Discuss the details of the call with the other person (called a warm transfer) and then press Connect, and then press the Goodbye button when the original caller and destination party have begun their conversation.

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