ITG Launch
Back to: Mastering Call Flow (Phase 1)
Behavior Solve-Troubleshooting – To identify calls where agents ask troubleshooting related questions to express, they are trying to resolve the customers issue or providing a resolution
Use one or more of the below probing questions:
✓ Is it plugged in and powered on?
✓ Do you see a picture?
✓ Do you see lights?
✓ How long has it been doing this?
✓ Has anything changed recently in where your box is located?