Across
- 5. When a student needs to move their registration to a future exam, it's called a __________. (3 words)
- 7. Not Ready code for when you attend an event that is not training
- 8. Wrap up code for a call where the caller's questions and concerns were fully addressed
- 13. Extension used when you are unable to assist a customer or they ask for a manager (4 words, #s spelled out)
- 15. Ready for calls (2 words)
- 16. Not ready code for assisting customers via chat or email (2 words, technically 3)
- 19. When a student needs to move their location, but not their date, it's called a _______. (3 words)
- 20. Not ready code for working on regularly assigned duties that require you to be off the phone
Down
- 1. Not ready code for work done immediately after a phone call that must be completed before taking another call (3 words)
- 2. New program for the phone system that also functions as time clock
- 3. When a students wants to add/remove writing on their registration, it's called a _______. (3 words)
- 4. 17 letter word for what you avoid by bringing up every student's account
- 6. Wrap up code for when an agent transferred a caller to another department (4 words)
- 9. What you need to do with each customer interaction in order to provide accurate information (3 words)
- 10. Not ready code for time spent not working outside of your lunch hour
- 11. Wrap up code for caller ending a call before the agent could address their concern (2 words)
- 12. Not ready code for for meetings where you learn new information
- 13. Wrap up code for a call that ended but the caller requires another contact from ACT (2 words)
- 14. You should leave one of these in Oracle when making any changes or communicating customer issues
- 17. Not ready code for hour long, unpaid break time
- 18. Not ready code for any reason which is pre-approved by your manager that does not fit the other codes