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Step | Action | |||||
1 | Sign into MAX and set your status to available.
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2 | Click accept to answer the call.
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3 |
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Collecting the Customer’s Information for the Customer Card
| Info |
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The customer card should always reflect the person on the phone. If an installer is calling about one of their customers, the customer card should contain the installer’s contact information. |
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Entering Disposition Notes after the Interaction is Closed
If an agent needs Agents have the ability to go back and modify or enter case notes pertaining to a case after the interaction is closed , they can search if needed.
Step | Action |
1 | Search for the customer manually within the MAX console by typing the customer’s name into the search bar |
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2 | Click on the Id of the case that needs to be updated.
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Click on the Id of the case that needs to be updated:
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3 | Enter notes into the Notes section and click Save |
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4 | Once complete, the agent will remove the case from their inbox |
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