Customer Service Week Puzzle - Day 4

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Across
  1. 4. We seem to need more of this in a day.
  2. 5. A type of quality review
  3. 6. Our primary Service Desk location in CA
  4. 8. The group that handles IT issues on a local level
  5. 9. Each of us is on a ______.
  6. 10. An upgrade that has not gone as well as wanted.
Down
  1. 1. What does AHT mean?
  2. 2. Our primary Service Desk location in GA
  3. 3. It is a required activity at the beginning of each call.
  4. 7. An action to show your efforts are appreciated