A

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

B

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

C

Call Back Requested

General callback requests.

Cancellation of Contract

The customer would like to cancel their contract or wants to inquire about a cancellation.

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 - 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

D

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.

E

Engine Access

Issues or inquiries related to engine access.

F

Foreclosure

Handling cases involving foreclosure

G

General Inquiry

General customer inquiries

H

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.

I

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

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

J

JIRA

Tracking issues or requests using JIRA software

Job Status

The customer is reaching out about the status of a job.

L

Left Voicemail

General voicemail left for a customer

M

Mechanics Lien

Matters involving mechanics' liens

MyEverBright Inquiries

Inquiries related to the MyEverBright platform

N

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

O

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, 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)

P

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. 

Q

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.

R

Rate Escalator OA

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

S

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.

T

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

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 Credit & Title

Transferring calls or cases to credit & title department

U

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.

V

VPP

Virtual Power Plant related matters.

W

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