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NardaR

L&D

TermDefinition
TAS Serves as the first point of contact for our clients. We gather the caller's information and route it appropriately.
Script path Specific route within the script that we follow based on the purpose of the call.
Urgency Listen for key words like "urgent" , “need assistance”, “ASAP,” “problem” or "just a message", “ quick question”, and paying attention to the caller's tone and urgency as well, will help you identify the:
Probing questions Additional questions to the script that helps us understand the actual reason for the call.
Windows App Connects remotely to your Windows devices and apps.
3CX Is the app we use to connect our audio line to Soft Agent.
Soft Agent Agent interface that turns our PCs into a telephone agent station.
Done Clears the account from your screen, which is necessary to continue taking new calls.
Park Distribute Transfers the call to a group code. The next available agent within that group will receive the call.
Park Directly transfers the call to a specific team member.
Conference Connects all three lines (the caller, your line, and the person being patched) for a three-way call.
Op Out After a patch, click this to exit the call, leaving the caller connected to the other line.
Waits tab Shows pending calls that are currently in the waiting queue.
Info Page Displays critical, information (photos, hyperlinks, phone numbers) immediately to operators upon connecting to a call.
Created by: NardaR-Emvia
 

 



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