The 'CSR - RightNow Overview Post Assessment' evaluates CSRs on incident handling, application checks, call dispositioning, and using guided assistance to ensure accurate solutions. Essential for enhancing customer support skills.
Notes / Knowledge Base
Application / AR / HRA Information Tab
Contacts Tab
Details Tab
Attachments Tab
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“First Call Resolutions”
“AR Help Desk”
“Transfer Incident"
"Carrier Team"
"Data Team"
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True
False
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Guided Assistance
SSC
Aplications/AR/HRA Information Tab
Notes portion of RightNow
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True
False
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True
False
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Transfer Incident
AR Help Desk
First Call Resolution
Data Team
Incorrectly Submitted
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Carrier/Enrollment >> Escalated to Specialist
First Call Resolution >> Tranferred call
AR Help Desk >> Pending Response from Carrier
Transfer Incident >> Incident Transferred to Carrier Team
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Call Reason
Root Cause
Disposition
Subject
Contact
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Quiz Review Timeline (Updated): Mar 19, 2023 +
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