Below is a list of the dispositions you will encounter after your call. Select the disposition that best applies to each completed call.
Disposition | Description |
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Access
A customer reaches out regarding access to their account.
ACH/Payment/Updates to Billing
Account Management | Used for handling inquiries and issues related to managing a customer’s account or escalating to an Account Manager |
Addendum | For handling addendums related to contracts or agreements |
Address Phase | A customer is inquiring about the Address Phase. |
Attorney/Legal | For matters involving legal issues or consultations with attorneys. |
Authoritative Copy | When handling general authoritative copies questions or inquiries |
Authoritative Copy Agent Connect | Used when connecting with an agent regarding authoritative copies. |
Authoritative Copy Complete | The homeowner has completed the Authoritative Copy. |
Authoritative Copy Decline | The homeowner did not complete the Authoritative Copy. |
Authoritative Copy Left Voicemail | Left a voicemail regarding authoritative copy matters |
Authoritative Copy Not Completed | When an authoritative copy task wasn't completed |
Authoritative Copy Requested Call Back | Requesting a callback about an authoritative copy |
Bankruptcy | Handling customer cases involving bankruptcy |
BBB/ Attorney General | Issues directed to the Better Business Bureau or Attorney General |
Billing Discrepancy | Handling disputes or discrepancies in billing |
Billing Payment Inquires/Updates | Inquiries or updates about billing payments. |
Billing Portal Access | Issues related to accessing the billing portal |
Call Back Requested | General callback requests. |
Cancellation of Contract | The customer would like to cancel their contract or wants to inquire about a cancellation. |
Complaints
The customer would like to submit a complaint as the main point of their issue.
Compliance
Case Follow-Up | Follow-up on existing cases |
Closed Duplicate | Closing cases that are duplicates |
Company Specific Data Change | Changes to company-specific data for a customer. |
Complaint- Workout Plan | Complaints specific to workout plans |
Completed NJ Incentive | Completion of an incentive program in New Jersey |
Conditional Approvals | The customer is contacting us regarding the conditional approval status of their credit and title application in the Qualification Phase |
Contact Phase | A customer is inquiring about the Contact Phase. |
Contract - |
The customer is inquiring about a contract.
Customer Information Update
Fees
Send/Resend/Generate | Sending, resending, or generating contracts |
Credit - Approved | For cases where credit has been approved |
Credit - Conditional Approval | Instances of conditional credit approvals |
Credit - Failed | When credit applications have failed |
Credit Issues | Customer is contacting us for issues with their credit application, form, rejections, etc. |
Credit Reporting: Dispute | Disputes related to credit reporting |
Credit Reporting: Inquiry | Inquiries regarding credit reporting |
Customer Information Update | Customer would like to update their information. |
Customer Service Concern | General customer service-related concerns |
Dead Air | Any type of call where there is Dead Air. (No one is on the phone, VM, silence, etc.) |
Deceased Homeowner | Handling accounts of deceased homeowners |
Do Not Call | A customer would like to be placed on a do not call list, so they no longer receive marketing communications. |
DWC Clarification | The customer would like clarification on the Digital Welcome Checklist. |
DWC No Registration
The homeowner has not completed the registration for the Digital Welcome Checklist.
DWC No Submission
The homeowner has not completed the Digital Welcome Checklist.
Engine Access | Issues or inquiries related to engine access. |
Foreclosure | Handling cases involving foreclosure |
General Inquiry | General customer inquiries |
HIS Inquiries | A sales rep calls in regarding their HIS license. |
Home Sale | Issues or questions about home sales |
Homeowner Portal | The customer reaching out regarding the MyEverBright Portal. |
ID Verification | ID Verification is required as part of their credit application process |
Income Verification | Proof of Income is required as part of their credit application |
Installer WC Inquiry
An installer inquiring about uploading a welcome call, or why the welcome call upload button is not on the platform.
Internal Transfer
Industry Wide Data Change | Changes affecting data across the industr |
Installation Problems | Issues related to the installation of systems |
Installer Information Request | Requests for information about installers |
Interconnection - Not Found | When interconnection details are not found |
Interconnection Complete | Completion of an interconnection process |
Interconnection Declined | Declines in interconnection requests |
JIRA | Tracking issues or requests using JIRA software |
Job Status | The customer is reaching out about the status of a job. |
Left Voicemail | General voicemail left for a customer |
Mechanics Lien | Matters involving mechanics' liens |
MyEverBright Inquiries | Inquiries related to the MyEverBright platform |
No Action Necessary | When no further action is necessary |
No Answer | The customer did not answer when performing an outbound call. |
Non-Platform | Issues not related to the main customer platform |
NPX | Specific to NPX-related matters |
OB Campaign | Outbound campaign-related issues or updates |
OB DWC/WC No Answer | The customer did not answer when performing an outbound welcome call. |
OB Welcome Call Complete | The outbound Welcome Call was successful. |
OB Welcome Call Fail | The outbound Welcome Call was unsuccessful. |
Omnidian - maintenance | Maintenance requests with Omnidian |
OPS - Change Order (HCO, ICO, |
Rate Escalator OA
System) | A customer contacts EverBright to inquire about any type of change order. |
OPS - Installer Payments | A customer is inquiring about payments made to an installer. |
OPS - Milestone Requirements | An installer is inquiring about the milestone requirements. |
OPS - Monitoring | The customer is inquiring about the monitoring of their system. |
OPS - NCCO | An installer is inquiring about a NCCO (name, address phone number change) |
OTBD - Survey | Surveys related to OTBD (Offer to Buyout Deal) |
Panel Cleaning | Issues or requests for solar panel cleaning |
PC Customer Hung-up | Customer hung up during a phone call |
PC System Error | System errors during a phone call |
PPA Buyout Request <6yrs | Requests for PPA (Power Purchase Agreement) buyouts under 6 years. |
PPA Maintenance (Omnidian) | Maintenance requests for PPA with Omnidian |
Production Inquiry | The Homeowner contacts Everbright regarding a production inquiry and the call was not transferred to Omnidian. |
Project - Design Desk | An Installer contacts EverBright regarding a design desk inquiry. |
Project - Equipment | A customer is inquiring about the equipment in the Project Phase (i.e. panels, batteries, inverters) |
Project - Production/Tolerance | An installer is inquiring about issues or errors pertaining to production or tolerance. |
Project - Shade/Solar Access | The customer is inquiring about the Shade report or solar access. |
Property Transactions | Handling inquiries or issues about property transactions |
Proposal Phase | An Installer contacts EverBright regarding a proposal inquiry. |
PTO/M3 | Questions related to PTO and/or the M3 phase. |
Qual - Credit/Title | A customer is inquiring about Credit and/or title. |
Quote - Cost Buildup | An installer is inquiring about the cost build up in the quote phase (i.e. Adders, Labor, Cost) |
Quote - Finance Product Rules | Errors or issues resulting from a product rule, or incorrectly built systems that result in product rule violations. |
Quote - Rate Escalator | The customer is inquiring about the rate escalator in the platform. |
Quote - Savings | An installer is calling regarding the savings rule. |
Rate Escalator OA |
If the installer needed to be referred to their Org Admin to make the change if the installer was able to make the correction on their own
Questions regarding the Escalator Rate | |
Referrals | Issues or inquiries related to customer referrals. |
Refinance | Inquiries about refinancing |
Rejected Payments | Handling payments that have been rejected |
Requeue - Break | Requeuing tasks during breaks |
Returned mail | Issues related to returned mail |
Savings | Inquiries or issues regarding customer savings |
Spam/ Junk | Handling spam or junk communications |
Spanish Welcome Call Complete | Completion of Spanish welcome calls |
Spanish Welcome Call Request | Requests for Spanish welcome calls |
System Monitoring | Issues or tasks related to system monitoring |
System Performance | Inquiries or issues about system performance |
System Transfer/Refinance | The homeowner is inquiring about refinancing their home or transferring their system. |
Tax/Credits | A homeowner contacts EverBright regarding tax or solar credit questions. |
Technical Support - Contract | Technical support related to contracts |
Technical Support - Other | Other technical support inquiries |
Technical Support - Proposal | Technical support related to proposals |
Technical Support - Qual | Support related to system qualifications |
Technical Support - Quote | Technical support for providing quotes |
Technical Support - Usage | Support for system usage |
Test Dispo PC 1 | Testing disposition for phone calls |
Testing | General testing of processes or systems |
Title Stipulations | There are stipulations related to the title application that requires clarification |
Tax/Credits
Transfer - preferred agent. | Transfers to a preferred agent |
Transfer - reject escalation. | Escalation due to transfer rejection |
Transfer to Account Services | An agent transfers a call to Account Services. |
Transfer to |
An agent transfers a call to Omnidian.
Trust
Inquiries related to the information submitted for the trust
UCC/Lien
Credit & Title | Transferring calls or cases to credit & title department |
Unclear Terms - Stop | Stopping processes due to unclear terms |
Understand Terms - Proceed | Proceeding after understanding terms |
Usage Phase | A customer is inquiring about the Usage Phase. |
VPP | Virtual Power Plant related matters. |
WC Complete - DWC Fail | An agent completed a Welcome Call due to the homeowner failing the Digital Welcome Checklist. |
WC Complete - DWC Refused | An agent completed a Welcome Call due to the homeowner’s refusal to complete the Digital Welcome Checklist. |
WC Request - DWC Advise | The installer requested that a Welcome Call be completed, but the agent advised how to complete the Digital Welcome Checklist. |
WD Call Back Request | Calling Back after a workflow dispatch request |
WD Voicemail | Voicemail related to a workflow dispatch |
Web Inquiry | Inquiries submitted via the web |
Welcome Call Complete | The homeowner successfully completed a Welcome Call. |
Welcome Call Fail | The homeowner failed the Welcome Call with an agent. |
Welcome Call Request | A customer requested that a Welcome Call to be completed with the homeowner. |
Workout Plan - Complaint | Complaints regarding workout plans. |
Workout Plan Inquiry | Inquiries about workout plans |
Wrong Number | Instances of wrong number calls |
Wrong Number for Customer(s) | Wrong number for specific customers |