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| Note |
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Important: For tech issues impacting productivity, agents must complete the following form and include screenshots to substantiate that a legitimate issue has occurred (ie timestamped chats with IT showing the issue was actively worked for the duration of the unproductive time): Tech Issues Form |
Status Usage:
Use Ready if possible. Use Meeting if needed. (ie if the issue is with the headset then you should not use Ready status since you won’t be able to handle calls so use Meeting instead)
Troubleshooting technical issues
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