Reach out to the Moderation Team directly through email if the agent spends > $400. They should be able to escalate the removal of the negative review.
Advise the agent to flag the review for re-moderation (remember you can also flag the review on the agent’s behalf).
Advise the agent to respond to the review publicly if they already haven’t, as potential clients who are reading reviews often are more interested in how the agent interacts with their clients rather than the review itself.
Reach out to the Moderation Team directly if the agent has already flagged the review. This will escalate the re-moderation process.
Inform Coach Carr that there is a new bug that shows the activity on PAC report cards from 90 to 30 days. Please report these incidences individually to the Bug Team
Inform Coach Carr that the PAC Report Cards have been updated to show activity from the last 30 days rather than the last 90 days. This is why it seems as though there was a drop in his average leads.
Let Coach Carr know that the PAC Report Cards have been updated to show weekly activity and there wasn’t an actual drop in his average leads.
Create a BC case for Coach Carr and let him know his business consultant will be in touch with him shorty in regards to his question. Agent Care should not be addressing any non-technical questions.
Try to warm transfer her to the Billing Team via Shoretel.
Since this is a self-service task, Agent Care doesn’t need to transfer Ms. Norbury to the Billing Team. Let her know it is under Advertising > Manage Payments
If the Billing Team is unavailable for a warm transfer then let Ms. Norbury know that you sent the request to the Billing Team and that they’ll be reaching out shortly. Inform her of the billing number: (206) 757-2726
Create a Billing Case using the Alert Another Team in Salesforce. They cases should either be General Billing Questions Case or Requesting Call From AdOps Case.