| TIME | Phone Queue | Queue Etiquette | TIPS & TRICKS | OTHER |
|---|---|---|---|---|
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What is MyEBSCO > CATS Time
You go here to enter your daily work hours and also if you are sick on need to take a vacation day.
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What is Not Ready?
The status that your are automatically put into when you sign in to the queue (Agent)
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What is NO.
You can log in to queue up to 10 minutes late. But never early.
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What is talk slower?
Try doing this if you want the customer to slow down when on the phone.
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What is your Dashboard?
Where do you go to see if a back up case was assigned to you?
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What is the Dashboard?
You can sign up for CHAT Sessions and check for your Back up cases.
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What is Work?
The status you are put in after you hang up your call.
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What is 5?
At the end of your shift, you can log out this many minutes early.
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What is clean up your notes?
This is a good thing to do after you hang up from a phone call.
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What is an expert?
What are those people called that can help you with specific areas of EBSCO? You would sometimes need to escalate cases to them.
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What is the Tech Support Calendar?
Where do you go to see who is working late or the weekend, or who is sick that day?
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What is 15 minutes?
When you first get on the phone queue and take a call, you can sign out of queue for how many minutes before having to sign back in?
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What is NO. You need to always log out if can't be ready to take a call. Do not put yourself in Not Ready on purpose for an extended period of time.
When it is Flex Time, just put yourself in NOT Ready, you do not need to completely log out.
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What is: Thank you for call EBSCO!
This is the last thing you say to the customer on the phone.
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What is Taxonomy?
This refers to the categorization of our work.
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What is Internet Explorer?
The CATS time portal does best in this browser.
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What is ExpressView?
Which app will show the reps in queue and where you are (in order)?
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What is notify the person moving up behind you?
If it is your Flex Time and you are logging out, and you you notice that you are at the top of the queue, what is the polite thing to do?
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What is: Thank you for contacting EBSCO Technical Support. My name is ______. How can I help you?
This is how you answer the phone in queue
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What is Bench Project?
This is something that our trainer knows nothing about. I should check with my next trainer.
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What is three?
The number of reps that can have a planned absence in one day.
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What is NO.
Do I need to be in the phone queue during my Flex Time?
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What is YES!!
If I am on Flex Time and I have nothing to do, can I jump into the queue if I am not scheduled?
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What is put them on hold and ask for help!
You can do this if you are the on the phone with a customer and do not know what to do.
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What is weak taxonomy
This is how the previous taxonomy can be referred to as:
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