Model: shivamgoel97/largefinetune
Author: shivamgoel97
Pipeline: sentence-similarity
Library: sentence-transformers
Tags: sentence-transformers, safetensors, bert, sentence-similarity, feature-extraction, generated_from_trainer, dataset_size:30000, loss:CosineSimilarityLoss, arxiv:1908.10084, base_model:sentence-transformers/all-MiniLM-L6-v2, base_model:finetune:sentence-transformers/all-MiniLM-L6-v2, text-embeddings-inference, endpoints_compatible, region:us
Base models (finetune): id: sentence-transformers/all-MiniLM-L6-v2
Card metadata: tags: sentence-transformers, sentence-similarity, feature-extraction, generated_from_trainer, dataset_size:30000, loss:CosineSimilarityLoss
base_model: sentence-transformers/all-MiniLM-L6-v2
widget: source_sentence: What error message appears if a customer attempts to enter a Custom Name and a non-VZW number?
sentences: High Risk SIM Swaps send an SMS and email notification to customers to let them know when a change is complete. Customers who receive these notifications, but did not make the change may contact CS to find out why they were notified. If customers believe that their account is compromised with a SIM takeover, follow these steps after authentication is complete:, How information appears when a customer subscribes to Company Name ID based on how they have configured the lines on their accounts: Note: Must be a valid 10-digit NPA/NXX assigned number. Toll Free Number Restriction: If a customer sets their Custom Number Display to be a toll-free number, then calls made by MTNs using the custom number may not be accepted by other terminating toll-free numbers. The name also may not always appear. Company Name ID retrieves its data from various carrier databases, and not all databases support toll-free numbers. If the customer attempts to enter a Custom Name and a non-VZW number an error appears: "NPA/NXX is owned and managed by [Company]. To change the display name associated with this number, you need to contact [Company] and request they change the Caller ID name associated with it. What would you like to do next?" Customer is given 2 options; USE or USE a Different Number. If the customer selects USE, then the Custom Number applies and the Custom Name does not apply. The name displayed is the name associated with the Custom Number as listed in the Caller ID database. If the customer selects USE a Different Number, then the customer is given the opportunity to enter a different Custom Number. Example: XYZ AC & Heating wants to have their Company's Customer Service number appear on Caller ID when their technicians call customers, but does not enter a Custom Name. They have configured the lines below with Company Name ID Custom Number. Enter Customer Number (VZW NPA/NXX) Default name appears as "Wireless Caller" 800-123-4567, Broadband Portal Failed Activation Special Handling Instructions Lamborghini Customers do not have access to Inside Sales and must not be forwarded as with other OEMs. Broadband Portal is the only means for trial enrollment until the Internet channel is enabled (TBD 1Q22). The Lamborghini product is an embedded telematics device with Wi-Fi enabled vehicles. Customers can opt in for a free in-vehicle Wi-Fi trial. Lamborghini owners receive either 1 GB or 1 month, whichever comes first. Customers receive email alerts when they have 50% and 0% of their trial data remaining. When the trial period has ended or a customer has 0% of their data remaining, the customer receives an email stating that the trial has expired and asking to subscribe for continued service. Additional marketing-related emails to be delivered to customers on the following cadence: Day 1 (Welcome) Day 5 (Trial Engagement) Day 10 (Trial Reinforcement) Day 30 (Trial-to-Paid) Trial Enrollment Vehicle Compatibility The Lamborghini - 2022 Urus is compatible. To check the vehicle's compatibility, advise customers to provide the vehicle's IMEI (Device ID) number. To assist the customer in locating the IMEI (a 15-digit serial number located within the vehicle's head unit HMI), see Connected Car Wi-Fi (Lamborghini) - View Device ID (IMEI). Connected Car Wi-Fi Hotspot: In-Vehicle Unit In the cars head unit (car's electronic display), 2 categories of service options are available: Telematics (i.e., radio serviced, GPS/navigation, car service alerts) Wi-Fi connectivity Note: See the Knowledge Base (KB) articles to help guide the customer through set-up and connection from a wireless device to the Connected Car Wi-Fi Hotspot. Support Tools A Training Reference Guide and KB articles are available to assist with tier 1 support. Note: BGCO support can review the Split Data Routing KB for details regarding multi-part billing. KB Articles for Lamborghini Vehicles, source_sentence: What additional responsibilities do Social Support Coordinators have besides handling cases?
sentences: Context: in the Device Information tile. 3 Click the number hyperlink in the Agreement # column. Result: The Device Payment History screen displays. 4 Within the MDN column, click the MDN hyperlink. Note: This source MDN is the number that you want to transfer from. 5 Select the desired MDN from the dropdown menu. Note: This is the MDN you want to move the agreement to. 6 Click Submit. Note: In the event an error is received, an AYS ticket can be submitted to escalate the issue. Name of the appliction: Automated Customer Support System Vzw Primary Issue: Device Payment IssueTable: <table border="1" cellpadding="5" style="font-family: nhg-text-roman , Arial , sans-serif;font-size: 14.0px;" width="100%"> <tbody><tr><td style="text-align: center;" valign="top" width="05%">1</td> <td width="95%"><p>Within ACSS, click the <b>Devices tab</b>.</p> </td> </tr><tr><td style="text-align: center;" valign="top" width="05%">2</td> <td width="95%">Click the <b>Device Payment</b> hyperlink in the <b>Device Information </b>tile. </td> </tr><tr><td style="text-align: center;" valign="top" width="05%">3</td> <td width="95%">Click the number hyperlink in the Agreement # column. Result: The <b>Device Payment History </b>screen displays.</td> </tr><tr><td style="text-align: center;" valign="top" width="05%">4</td> <td width="95%"><p>Within the MDN column, click the <b>MDN hyperlink</b>.<br/> Note: This source MDN is the number that you want to transfer from. </p> </td> </tr><tr><td style="text-align: center;" valign="top" width="05%">5</td> <td width="95%">Select the desired MDN from the dropdown menu.<br/> Note: This is the MDN you want to move the agreement to.</td> </tr><tr><td style="text-align: center;" valign="top" width="05%">6</td> <td width="95%"><p>Click <b>Submit</b>.<br/> <br/> Note: In the event an error is received, an <a href="https://atyourservice.verizon.com/ays?id=support">AYS ticket</a> can be submitted to escalate the issue.</p> <ul> <li>Name of the appliction: Automated Customer Support System Vzw</li> <li>Primary Issue: Device Payment Issue</li> </ul> </td> </tr></tbody></table>, Context: verification process. This includes IDs that do or do not have an expiration date indicated on the ID. Refer to National Identification Requirement Matrix for a list of acceptable forms of ID. Driver's license verification process: Note: Only PACT Leadership can make the exception to allow a driver's license to be accepted without successful contact with the customer on an outbound call. An outbound call is required. If unable to reach the customer, leave a voicemail message informing of the port request. This must only be completed in an escalated situation or as an exception based on the customer's circumstance.Table: <table border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><th style="text-align: center;" valign="top" width="5%">Step</th><th style="text-align: left;" valign="top">Action</th></tr><tr><td style="text-align: center;" valign="top" width="5%">1</td><td style="text-align: left;" valign="top"><p>Provide the Outbound call disclosure which includes:</p><ul><li>The representative's name</li><li>Company and department</li><li>Reason for the call</li><li>Advise that the call is recorded for quality purposes<br/> </li></ul><p>Example: "This is (name) with Verizon's port center calling about your transfer of the number ending in XXXX to Verizon. Is now a good time to review this request? ...great, well just to let you know, this call may be monitored or recorded for quality and training purposes."</p></td></tr><tr><td style="text-align: center;" valign="top" width="5%">2</td><td style="text-align: left;" valign="top"><p>Complete verification and ask for:</p><ul><li>The first and last name on the port request.<ul><li>Exception: When working a prepaid port and a valid name is not listed on the port request (e.g., Prepaid, No Name, etc.).</li></ul></li><li>The Ported Telephone Number (PTN).</li></ul></td></tr><tr><td style="text-align: center;" valign="top" width="5%">3</td><td style="text-align: left;" valign="top">Ask the customer if the PTN is the only number porting.</td></tr><tr><td style="text-align: center;" valign="top" width="5%">4</td><td><p>Remark the account.</p><p>Example: "Rec ticket, Customer information does not match called customer, TT Mary Smith/verified name on PR and PTN, updated account number, sent sup3, rec'd confirm. (Name)."</p></td></tr></tbody></table>, Social Support Coordinators/Speclialists first assist peers with de-escalation support so the customer can continue to work with the original agent. When the customer requests to speak to a member of leadership, Social Support Coordinators/Specialists take over handling the case. For more information, refer to the Escalations section., source_sentence: What is the procedure for handling garments with quality issues?
sentences: Html 2 Canvas Changing Ownership of an Account (SMART) Vote Up Vote Down Thank you. Your rating has been submitted. I did not find this page helpful because the content on the page: (check all the apply) X Does not have the information that I needed Had too much information Was confusing Was not well organized Was out-of-date Comments : 300 characters or less I found this page helpful because: X Comments : 300 characters or less When changing account ownership from the current Account Owner (AO) to an Account Manager (AM) on the account, the following rules apply: You must be on the current AO’s line to begin the process of transferring ownership. You can select any AMs’ line to transfer ownership to. That line will become the new AO line. The assuming AO’s ASC is required. You cannot transfer ownership to more than 1 line. Follow the steps below to change account ownership. Back to Top Confidential and proprietary material for Verizon Wireless personnel and Authorized Agents/Retailers only. Use, disclosure, or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. © 2023 Verizon Wireless OST PageID 209429, Context: audience is mature and pragmatic customers who use less talk, text and data. Refer to Tracfone for more information.For information on 30, 60 and 90 day plans, refer to Tracfone Service Plans. 30 Days of Service Plans For the details on the 30 days of service plans, refer to: 365 Days of Service Plans For the details on the 365 days of service plans, refer to:The following Care Contact options are available: Phone: Call 1-800-867-7183 for assistance. Online Chat: Go to Tracfone Contact Us and select Chat With Us. Text Helpline: Text 611611 to check balance, get refills and more.Table: <table border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><th style="text-align: left;" valign="top" width="25%">Cost</th><th style="text-align: left;" valign="top" width="25%">Talk/Text</th><th style="text-align: left;" valign="top" width="25%">Data</th><th style="text-align: left;" valign="top" width="25%">Hotspot</th></tr><tr><td style="text-align: left;" valign="top" width="25%">$199</td><td style="text-align: left;" valign="top" width="25%"><ul><li>Talk: Unlimited</li><li>Text: Unlimited</li></ul></td><td style="text-align: left;" valign="top" width="25%">24 GB</td><td style="text-align: left;" valign="top" width="25%">N/A</td></tr></tbody></table>, $35 Custom Unlimited Business Plan for Smartphones A $10 off promotional BIC is added and must be shown at checkout. Net price per month is $25. Price plan code is: 50400. Lines that are no longer under a line term: Purchase equipment through a device installment plan. Activate with Customer Provided Equipment (CPE) or purchase equipment at full retail price. Activate on, or change to, these plans receive a $10 credit that can be applied to the monthly access fee. Can be applied to new and existing lines. Updating existing lines requires a manual price plan change to reflect the discounted $25 price plan following the same $10 BIC process. If the promotion does not populate on the checkout screen, send orders to the Center of Excellence (COE) to process. Plan details include: Stackable with Quarterly Promotions (i.e., activation and port in BICs) Unlimited domestic data allowance with mobile hotspot Unlimited monthly anytime minutes-domestic, Canada and Mexico Domestic Canada and Mexico Long Distance Toll Free Unlimited Domestic messaging allowance Note: After 10 GB of data usage on a line during any billing cycle, usage may be prioritized behind other customers in the event of network congestion. This plan no longer starts off throttled or deprioritized. To ensure users are able to maximize their high speed data use for business applications, video applications stream at up to 480p. Mobile Hotspot is available on all capable devices and allows the line to share data allowance with multiple Wi-Fi enabled devices. If 10 GB of Mobile Hotspot data usage is exceeded on any line in any given billing cycle, Verizon limits the data throughput speeds to up to 200 Kbps for additional usage for the remainder of the then current billing cycle for the line that exceeds the data usage. For data usage in Canada and Mexico, after the first 512 MB of usage in a day, throughput speeds is reduced for the remainder of the day. This plan has no line caps (e.g., the plan can go beyond 99 lines). $45 Custom Business Unlimited Smartphone Plan Features include: $10 out of contract discount Net price per month of $35 (after out of contract discount is applied) 22 GB Premium Smartphone Data Unlimited Talk/Text Price plan code: 26524 Plan Details include: Stackable with Quarterly Promotions (i.e., activation and port in BICs). Unlimited domestic data allowance with mobile hotspot up to 10 GB before throttling speeds apply Unlimited Canada and Mexico messaging and data allowance Unlimited monthly anytime minutes-domestic, Canada and Mexico Domestic Canada and Mexico Long Distance Toll Free Unlimited Domestic and International messaging allowance Note: Usage on a line during any billing cycle may be prioritized behind other customers in the event of network congestion after 22 GB of data usage per line in the same billing cycle. For data usage in Canada and Mexico, after the first 512 MB of usage in a day, throughput speeds are reduced for the remainder of the day. Mobile Hotspot is available on all capable devices and allows the line to share data allowance with multiple Wi-Fi enabled devices. Hotspot usage exceeding 10 GB in the same monthly billing cycle is subject to throttled speeds. This plan has no line caps (e.g., the plan can go beyond 99 lines). $25 Custom Business Unlimited Mobile Broadband Data Plan for Tablets Plan details include: If 22 GB of domestic data usage is exceeded on any line in any given billing cycle, Verizon Wireless limits the data throughput speeds to up to 600 Kbps for additional usage for the remainder of the then current billing cycle for the line that exceeds the data usage. Price Plan Code: 61893., source_sentence: What should be done if the customer does not answer the initial outbound call during the verification process?
sentences: Context: payment plan) The survey cannot be reassigned if the BGCO Representative refuses to take a transfer calls based on the SPG valid transfer reason listed. When cold transfer takes place, the survey assignment follows the last representative that handled the call. Use the Advanced Tech Support CTI option to reach Global Tech Support.Partner Representative Note: Do not refer escalated customers to the Contact Us option on vzw.com or correspondence address on the bill. Partner Supervisor/Coach Note: If a call escalates beyond a Supervisor or Coach, another Supervisor/Coach is not the next level of support. Partner Operations Manager Verizon Site ManagerTable: <table border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><th style="text-align: center;" valign="top" width="5%">Step</th><th style="text-align: left;" valign="top">Action</th></tr><tr><td style="text-align: center;" valign="top" width="5%">1</td><td style="text-align: left;" valign="top"><p>Attempt to resolve the customers problem using tools and resources (when required).</p><p>Note: Use <a href="/content/km/categories/account-support/203254.html" target="_blank">Suggested Scripting to Prevent Escalation</a> to assist customers.</p></td></tr><tr><td style="text-align: center;" valign="top" width="5%">2</td><td style="text-align: left;" valign="top">Remark the account with the escalation reason and any offers provided to the customer.</td></tr><tr><td style="text-align: center;" valign="top" width="5%">3</td><td style="text-align: left;" valign="top">Engage a Supervisor when the customer requests to speak to a Supervisor (after the de-escalation attempt).</td></tr></tbody></table>, The ShatterShield™ display system is made of 3 separate components: Display (Warranted against shattering and cracking for 4 years from the original date of consumer purchase.) Embedded lens (Warranted against shattering and cracking for 4 years from the original date of consumer purchase.) Protective lens (Consumer-replaceable lens is not covered by the limited warranty. However, it should always be in place to prevent scratches and other damage to the underlying components.) Motorola Moto ShatterShield program details:, Context: verification process. This includes IDs that do or do not have an expiration date indicated on the ID. Refer to National Identification Requirement Matrix for a list of acceptable forms of ID. Driver's license verification process: Note: Only PACT Leadership can make the exception to allow a driver's license to be accepted without successful contact with the customer on an outbound call. An outbound call is required. If unable to reach the customer, leave a voicemail message informing of the port request. This must only be completed in an escalated situation or as an exception based on the customer's circumstance.Table: <table border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><th style="text-align: center;" valign="top" width="5%">Step</th><th style="text-align: left;" valign="top">Action</th></tr><tr><td style="text-align: center;" valign="top" width="5%">1</td><td style="text-align: left;" valign="top">Verify the MDN being ported.</td></tr><tr><td style="text-align: center;" valign="top" width="5%">2</td><td style="text-align: left;" valign="top"><p>Ensure the following information on the MDN being ported out:</p><ul><li>There has not been a SIM swap in the past 24 hours.</li><li>Call Forwarding is not turned on.<ul><li>To check call forwarding in ACSS, select <b>Devices </b>(located on the top navigation bar) &gt; <b>Subscriber</b>.<ul><li>The numbers display if call forwarding is turned on.</li></ul></li></ul></li></ul></td></tr><tr><td style="text-align: center;" valign="top" width="5%">3</td><td style="text-align: left;" valign="top">Call the MDN being ported out and complete 1 of the following according to the outcome:<ul><li>If the customer answers, continue to Step 4.</li><li>If the customer does not answer, attempt a second call to the Can Be Reached (CBR) number.<ul><li>If there is no CBR, call an alternate MDN on the account.</li><li>If the customer does not answer, proceed to Step 6.</li></ul></li><li>If all lines on the account are suspended for non-pay or non-voice capable devices (e.g., Jetpack, smartwatch and tablet), only call the CBR on the account.</li></ul><p>Note:  Do not advise the customer that an outbound call is being made for verification. Inform the customer of a brief hold while reviewing the transaction.</p></td></tr><tr><td style="text-align: center;" valign="top" width="5%">4</td><td style="text-align: left;" valign="top">Verify the first and last name of the Account Owner or Account Manager.  </td></tr><tr><td style="text-align: center;" valign="top" width="5%">5</td><td style="text-align: left;" valign="top"><p>Confirm with the person answering the outbound call that the customer is porting out from Verizon.</p><p>Note: If the customer is not porting out:</p><ul><li>Assist the customer with updating the API to <b>F</b>.</li><li>Advise the caller that Verizon is unable to complete secondary verification and refer the customer to the Fraud Prevention Team at 888-483-7200.</li><li>Do not continue with secondary verification.</li></ul></td></tr><tr><td style="text-align: center;" valign="top" width="5%">6</td><td style="text-align: left;" valign="top"><p>Check remarks to ensure a My Verizon password and/or Account PIN reset was not completed within the past 24 hours. </p><p>Note: </p><ul><li>If a password / PIN change was completed in the past 24 hours, direct the customer appropriately. </li><li>If the customer can only receive email for step-up verification, direct the customer to My Verizon after 24 hours expires. <ul><li>Do not use email in this situation.</li></ul></li><li>If the customer cannot wait 24 hours, the customer can visit a Verizon store where the Number Transfer PIN (NTP) can be generated.<ul><li>The port out process is not stopped while waiting for the NTP.</li><li>Once the customer receives the NTP, the customer can provide the NTP to the new carrier to complete the process.</li></ul></li></ul></td></tr><tr><td style="text-align: center;" valign="top" width="5%">7</td><td style="text-align: left;" valign="top"><p>Verify the ACSS PIN (if an Account PIN exists or was established). </p><p>Note: If there is not an established Account PIN, contact CS to assist the customer to establish the Account PIN. </p></td></tr><tr><td style="text-align: center;" valign="top" width="5%">8</td><td style="text-align: left;" valign="top"><p>Verify the CBR number.</p><p>Note: </p><ul><li>This step is only applicable when a valid CBR is listed.</li><li>This step is not required when:<ul><li>The CBR is the Ported Telephone Number (PTN) and the customer has provided the full PTN. </li><li>There is no valid CBR listed on the account (e.g., 999-999-9999).</li></ul></li></ul></td></tr><tr><td style="text-align: center;" valign="top" width="5%">9</td><td style="text-align: left;" valign="top"><p>Ask for the exact amount of the last bill. </p><p>Note: Local Number Portability (LNP) accepts the last payment amount. </p></td></tr><tr><td style="text-align: center;" valign="top" width="5%">10</td><td style="text-align: left;" valign="top"><p>Verify the following:</p><ul><li>The device IMEI or Integrated Circuit Card ID (ICCID) (e.g., SIM card) of the line being ported out from the account.</li><li>The make and model of the device.</li></ul></td></tr><tr><td style="text-align: center;" valign="top" width="5%">11</td><td style="text-align: left;" valign="top">Provide the customer with the account number once verification is complete.</td></tr></tbody></table>, source_sentence: What information is required when calling CMD to report an issue?
sentences: Assist customers who are experiencing trouble adding the Verizon Connections discount to their account. This enhancement is for Verizon Connections and does not include the Veterans Advantage Affinity Program. Add the token to New Installs, Moves, Change, or Pending orders. Adding VZ Connection Token in Optix Select VZ Connections in the dropdown in the Coupons, Tokens and Discounts section of One Page Ordering (OPO). Enter the 12-digit alphanumeric token provided by the customer. The token is specific to the customer and can only be provided by them. It is not in Optix. Click Verify Customer Coupon to validate the token. Click Apply to add the discount to the customer's account. The Verizon Connections discount is presented on the Agreement + Offer section tile: Click Review Order. The discount appears on the Review Order page:, LTE Internet (Installed) customers automatically get 50% more data through the first 2 full billing cycles. The extra allowance is intended to temporarily help provide overage protection. It gives customers an opportunity to track how much data they use on a monthly basis without the penalty of incurring any overage charges (within the 50% allowance). At the end of a customer's first 2 months of service, they receive an email recommending a plan change if they went over their allowance. An example of the 10 GB plan: Customer automatically receives the 50% more data allowance and gets a 50% data bonus on their prorated billing cycle at activation. Customer activates a LTE Internet (Installed) 10 GB per month plan on day 15 of the month. Bill cycle is on day 20. Customer gets full 10 GB plus 5 GB for the first 5 days (prorated). The monthly allowance may be prorated if the customer: Upgrades LTE Internet (Installed) equipment (Antenna). Changes plans. Changes any features. The extra data allowance is never prorated. Customer gets 10 GB plus 5 GB for the first prorated bill cycle, and the next 2 successive bill cycles. The 50% more data allowance appears on the customer’s bills, it does not display in ACSS. Benefits: Customers are able to track their data usage through My Verizon. ACSS and data usage alerts do not reflect the 50% more data allowance. Data usage alerts do not reflect the 50% bonus data and trigger based on the customer's plan allowance. The email address registered on the account receives alerts at 50%, 75%, 90% and 100% of usage of the plan (BAU) and at 90% of each GB used over the allowance. Customers looking to avoid unexpected or high overage charges can add SmartFamily controls to an LTE Internet (Installed) Broadband account. This allows them to set hard stop limits on monthly data usage. Note: Customers with a LTE Internet (Installed) line of service on The Verizon Plan are not eligible for the 50% More Data Allowance., Context: is due. To dismiss the alert when it is Due Now, click the MR ticket number and access the ticket.Once a scheduled follow up has arrived, notifications display as a reminder to handle the follow up.Alert: Do not place confidential, CPI or internal comments in the message box as these notes are viewable by the customer. Statusing Follow Ups Follow Up What If ScenariosManages Resolution (MR) Follow Up (automated) enhancements give customers more information and control during the process. After a ticket is submitted, review below to see what the customer sees and how the customer can manage their ticket.Table: <table border="1" cellpadding="5" cellspacing="0" width="100%"><tbody><tr><td style="text-align: left;" valign="top" width="35%"><b>If ...</b></td><td style="text-align: left;" valign="top" width="65%"><b>Then ...</b></td></tr><tr><td style="text-align: left;" valign="top" width="35%">agent misses the scheduled window for contact</td><td style="text-align: left;" valign="top" width="65%">agent attempts to contact. If customer does not answer, request to reschedule and do so when customer responds. </td></tr><tr><td style="text-align: left;" valign="top" width="35%">the agent is out sick or on vacation</td><td style="text-align: left;" valign="top" width="65%">supervisors reassign the follow up to ensure the customer receives the call back.</td></tr><tr><td style="text-align: left;" valign="top" width="35%">the customer modifies the scheduled call back</td><td style="text-align: left;" valign="top" width="65%">customer selects a new time based on the agent's availability through My Verizon app. The follow up system automatically updates the time on the agent's end and provides reminders the day of the newly selected time. </td></tr><tr><td style="text-align: left;" valign="top" width="35%">the customer cannot be reached</td><td style="text-align: left;" valign="top" width="65%"><p>the agent completes the following:</p><ol><li>Leave a detailed voicemail.</li><li>Extend the follow up for the next business day. </li><li>Select a reason for the reschedule:<ul><li>No answer</li><li>Voicemail</li><li>Line busy</li><li>Note: Selecting 1 of these options places the ticket in Pending-Need more information status. </li></ul></li><li>Update the Follow Up Status accordingly.</li></ol></td></tr><tr><td style="text-align: left;" valign="top" width="35%">there is a need to make changes to a follow up without agreement from the customer</td><td style="text-align: left;" valign="top" width="65%"><p>do not do without customer approval. </p><p>Note: The Managed Resolution (MR) Follow Up transformation offers customers the experience to receive updates on their follow ups and receive updates any time there is a change. Customer may call back if it is not a change the customer requested (e.g., changing MDN, follow up method, etc.)</p></td></tr><tr><td style="text-align: left;" valign="top">there is a need to make a change to a follow up and waiting for the customer to respond</td><td style="text-align: left;" valign="top"><p>select <b>Need more information</b>. </p><p>Result: The customer receives a 24 hour and 72 hour reminder. If the customer does not respond within 7 days, the follow up auto-resolves.</p></td></tr><tr><td style="text-align: left;" valign="top">waiting for NRB ticket or another resolution prior to contacting the customer</td><td style="text-align: left;" valign="top"><p>select <b>Need more time, still reviewing and processing</b>.</p><p>Agent types an update message to the customer that is sent through SMS or email to alert the customer of the follow up status.</p></td></tr></tbody></table>
pipeline_tag: sentence-similarity
library_name: sentence-transformers
Likes: 0 | All-time downloads: 8
Created: 2025-01-13 18:02:31