General Definitions

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Definitions

Contact Advisor: The advisor responsible for picking up all phone messages and assigning all tickets to advisors working that day. A contact advisor is listed on the schedule for each business day. She will be available to you between the hours of 9 and 4:30 MT. If she is unavailable for some reason she will leave a redirect message on her IM directing you to someone who can assist you.

Facilitator: Advisor responsible for scheduling, etc.

Ticket: Whenever a customer contacts Sonlight the contact results in the creation of a 'ticket' in Footprints, our web-based customer response system. Email and web contacts are automatically redirected to Footprints; phone messages require us to manually create a ticket.

IM: Instant Messaging - advisors use AIM, AOL Instant Messaging to communicate throughout the day.