Zero Tolerance
Zero Tolerance
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The reference guides might be outdated. The US team is working to update them as soon as possible.
You can find here examples of what to avoid sharing with customers. Falling into any of these components will give an automatic zero (0) in the evaluation and may lead to an administrative sanction (according to follow-up).
What is considered Ticket/Chat Avoidance?
What is considered Ticket/Chat Avoidance?
These are the scenarios where you could be penalized for ticket/chat avoidance:
Assigning the ticket to agent zero/another agent
Not answering tickets assigned during your shift
Not answering tickets from all the brands you're trained to handle (depending on the auto assign feature)
Picking the tickets to answer
Changing the group/queue the ticket/chat assigned when there is no reason to do so
Close chats without a justifiable reason
Transfer a chat to another agent
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