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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 desk.
- 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.
Skilled Based Routing:
ITaP service desk for option #1: BoilerKey, Password Resets, ResNet calls - Reps will be primary, Service Desk Specs will be backup
ITaP desktop services for option #2: Desktop support for CSDS and AgIT - Desktop Service Specs will be primary, Service Desk Specs will be backup
ITaP other for option #3: - Anything else - Service Desk Specs will be primary, Desktop Services Specs will be backup, Reps will be rollover
Putting A Customer On Hold
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