Ld Symptom And Categories / QA Guidelines
These guidelines are intended to provide Docomo interTouch. Categories and point values were designed such that scores are reflective of the agent’s ability to meet both customer and business needs.
- 1.IBIS Hotel. Problem: Guest can't connect - error message "Access Forbidden". Summary of the Call: Check system - having multiple issues in AU hotel's (ref# 451966). Informed guest about it. Advised guest to use the connection later. Guest acknowledged.
- A.
Nomadix Gateway
- B.
IBIS
- 2.IBIS Hotel Summary of the Call: Guest initially inquired for UN and PW. Advised guest to subscribe first via cable to generate the UN and PW for wireless roaming. Guest tried the cable but can get through as he was prompted to call intertouch. Check system - port was set to Admin port. Spoke Ms Linda/Lounge and was advised to change the port to chargeable. Updated the system. Called the guest back. Refresh browser. Welcome page appeared. Guest managed to purchase the connection.
- A.
HSIA-Guest - Enquiries - Special Pricing Requests
- B.
HSIA-Guest - Enquiries - User / Hotel Assistance
- C.
HSIA-Guest - Enquiries - Billing Enquiries
- 3.IBIS Hotel Summary of the Call: Guest can't get through 'start surfing page'. Check system - status was STARTED. Check browser - disable pop-up blocker. Refresh browser. Guest was able to get through but was prompted with different name on the screen. Guest denied for the name registered on the screen. Spoke to Mr Turan/FD, staff verified the information. Updated guest lastname in the CFM. Called the guest back, informed that update was done. Guest acknowledged. No further assistance needed. Resolved
- A.
Unable to browse some website
- B.
Looping Purchase Page
- C.
No purchase page
- 4.MLCBB HotelSummary of the Call: No Physical Connection. Advised to unplugged/replugged the cable to no avail. While agent was trying to troubleshoot guest refused-mentioned that she will play around with it and callback for further assistance
- A.
Closed/Unresolved
- B.
Resolved
- C.
Pending
- 5.MLCBB HotelSummary of the Call: Guest unable to connect BB. Agent checked the system-LAC-disabled. Advised guest to enable to no avail. Agent found out its a company laptop and LAC is still disable. Advised guest to contact his IT first - guest acknowledged.
- A.
HSIA-Guest - Enquiries - User / Hotel Assistance
- B.
HSIA-Guest - LAN Configuration - Restricted Laptop
- C.
Firewall
- 6.2nd Call Script would fall under what QA Guidelines?
- A.
Greetings
- B.
Acknowledgment
- C.
Call Close/Transfer
- 7.Dead air max of 29 seconds would fall under what QA Guidelines?
- A.
Professional Conduct Issue
- B.
Hold
- C.
Listening Basics
- 8.Informing the guest the needs to consult supervisor or other agent would fall under what QA Guidelines?
- A.
Positive Response
- B.
Professional Conduct
- C.
Courtesies
- 9.How the customer is addressed in the opening of the call would fall under what QA Guidelines?
- A.
Greeting
- B.
Acknowledgment
- C.
Listening Basics
- 10.Fabricating information entered into systems falls under what category?
- A.
Positive Response
- B.
Professional Conduct
- C.
Documentation
- 11.Responding to customer situations in a manner that conveys competence and a desire to assist the customer falls under what category?
- A.
Acknowledgment
- B.
Professional Conduct
- C.
Positive Response
- 12.Identifying the cause of the customer’s issue falls under what category
- A.
Issue Identification
- B.
Resolution
- C.
Set Expectations/Confirmation
- 13.Non-standard abbreviations that make the documentation unintelligible falls under what category?
- A.
Documentation
- B.
Resolution
- C.
Issue Identification
- 14.•Correct use of LANDesk drop-downs is also scored in this category.
- A.
Resolution
- B.
Documentation
- C.
Call Management
- 15.Providing ticket number to the caller would fall under what category?
- A.
Call Management
- B.
Documentation
- C.
Professional Conduct
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