Understanding Opportunities with Internal Workflow

How familiar are you about the Internal Workflow disposition?
Name: 


  1. Reminder on how to use Internal Work Flow disposition properly.

    Agent should use Normal/Regular disposition if he/she:

    • Walked customer through to navigate the account / troubleshooting steps is done (even if there is no account pop-up/no pop-up at all).
    • Provided general information with regards to our Products and Services (even if there is no account pop-up/no pop-up at all/ no account with RC).

    The information provided to the customer is considered our basic troubleshooting. Regardless if the account is verified or not, case should be disposed using regular case disposition if general information was provided to the customer.

    Scenarios where we are allowed to dispose our cases under Internal Work Flow > Fraud > Verification Required.

    • Caller needs to make changes on the Admin account but unable to verify the account. Decided to call us back instead (no help provided).
    • Extension user called in to make changes in his/her account and/or admin’s extension. Unable to verify the admin’s Security Question. Caller decided to call us back once he/she verified the verification information from his/her admin.
    • Extension user called in to make changes in his/her account and/or admin’s extension. Caller decided to call his admin first and will have the administrator call us back (no help provided).


    For Transferred Calls. Agents are allowed to dispose the cases under Internal Work Flow. If he/she transferred the call to other department without doing any troubleshooting or providing general information with regards to our Product and Services.

    Customer needs to provision an IP Phone but there is no available DL in the account. Agent suggests to get another DL so call was transferred to Account Manager/SOHO. Use Internal Work Flow as case disposition.

    Unwanted calls or Call Annoyance should be tagged as Internal Work Flow.


    Is this information clear/understandable?
    Yes
    No


  1. State some scenarios wherein using Internal Workflow is quite confusing.




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