AHT Crossword Puzzle

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Across
  1. 2. this aux mode adds onto the end of your call
  2. 5. calculation of time
  3. 10. GEN4067 is an example of a CoPilot _____
  4. 12. tool used to help agents with customer's
  5. 14. keeping ___ of the call when the customer gets side tracked
  6. 15. when no one is speaking
  7. 18. between average and time
  8. 20. solid ____ questions that get to the root of the issue
  9. 21. doing several things well at the same time
  10. 22. a resource to lookup topics
  11. 23. the next step above verification
  12. 25. "Have I ___ all of your questions today?"
  13. 28. solving the problem leads to a ___ of the issue
  14. 29. the process at the end of a call to briefly summarize what transpired
Down
  1. 1. these people answer the AAL calls
  2. 3. showing a lack in this area may cause a customer to escalate
  3. 4. this type of active skill lets a customer know you're paying attention
  4. 6. giving a customer more examples than is needed
  5. 7. stick to the ___ of support
  6. 8. our new Columbus mantra
  7. 9. a place on a call where the customer listens to ads
  8. 11. putting yourself in the customer's shoes is called
  9. 12. a nice thing to say when the customer provides you information
  10. 13. acknowledge - respond - move the call ___
  11. 16. the call flow is followed in the Troubleshooter ____
  12. 17. new Spectrum tag line
  13. 19. too much side _____ can get a call off-track
  14. 24. this type of transfer will add to your handle time
  15. 26. this is the S in the SAM acronym
  16. 27. an email sent to the customer providing additional help