Main > SCA Proc > Scheduling Issues > Daily Task Review

Live Chat

  • Do not log into Live Person until the person you are replacing has logged out. Be sure to communicate with them via IM.
  • You are responsible for all chats.
  • Each advisor may handle 2 or 3 chats themselves, as they are able, but they are responsible for ensuring someone else will pick up additional chats as they come in.
  • You must take the initiative to ask for assistance, typically from either Rhonda or Judy, whomever is available.
  • When you are not in an active chat, work on email in Footprints.
  • Do not log out until your replacement is ready to log into Live Person. Be sure to communicate with them via IM.

Live Call

  • Do not log into Live Person until the person you are replacing has logged out. Be sure to communicate with them via IM.
  • You are responsible for taking all Live Call scheduled calls.
  • It is only possible to handle one call at a time, but you are responsible for taking the initiative to ensure someone else will pick up additional calls as they come in.
  • Try to close each call in 20 minutes or less, to ensure availability for the next scheduled call window
  • You can transfer calls as needed
  • You can check on any scheduled calls via the Admin Console
  • Be sure to check Footprints for any international calls that have an international phone number: schedule the call in Live Person and when the call is completed, close the ticket in Footprints
  • Be aware: customers can schedule a call up to the minute before the call back time, so you may not have much advance notice
  • Call back times: top of the hour, 20 after, 40 after
  • When you are not in an active call, work on email in Footprints.
  • Do not log out until your replacement is ready to log into Live Person. Be sure to communicate with them via IM.

Voice mail

  • Be sure to check in via IM with the person who you are replacing in Voice mail
  • You are responsible for handling all tickets in Footprints, working the queue from the top down. Within each priority the tickets will be listed from the oldest (at the top) to the newest
  • Work both email and voice mail, from top to bottom in the queue
  • If you run out of tickets in Footprints, you are free to go for the rest of your shift
  • Be sure to check out with the person who is replacing you in Voicemail via IM, when possible

Footprints

  • Urgent tickets should be those that have a time constraint.
    • International with US number - you will handle
    • International with international number - request the person in Live Call handle this ticket
    • US with call back time requested - you will handle
    • Priority
      • If NA - leave at Urgent
      • If LM - move to Low
  • High - New Calls, have not yet been attempted OR no answer (NA) so the customer does not know we attempted
    • If NA - leave at High
    • If LM - move to Low
  • Med-Hi - Check this Shopping Cart emails, close when complete
  • Medium
    • At bat calls (2nd day, need first attempt)
      • If NA - leave at Medium
      • If LM - move to Lowest; if it is the busy season, close on first attempt on 2nd day
    • Email - typically email comes in at this status, close when complete
  • Low - 2nd attempt on first day call received
    • If NA leave Low
    • If LM, move to Lowest
  • Lowest
    • 2nd attempt on 2nd day - close as final attempt
    • after 2nd attempt on 1st day - feel free to attempt again, if time allows