End of Year Huddle Quiz

This is from all of the huddles from 2024

End of Year Huddle Quiz

What folder can you find applications to install for users?

1: What folder can you find applications to install for users?

Amazon Folder

Rudolph's Backpack

Level 1 Folder

Jack Frost's Hat

What does FCR mean and why is it important?

2: What does FCR mean and why is it important?

First Call Resolution - it is important because it raises our numbers to make us look good

First Contact Resolution - it is important because it looks the TL look good

First Class Resolve - it is important because CNA is awesome like that

First contact Resolution - it is important because we are under a contract and SLA for FCR

What qualifies for QA Scores?

3: What qualifies for QA Scores?

Save all work before remoting in, KB attached, Ticket/Status ticket created/90% score

Ticket created and KB attached

90% score and KB attached

None of these options

How would you code the ticket that the user has issues connecting to TAP within Citrix Receiver and all troubleshooting has been done but issue is still occurring?

4: How would you code the ticket that the user has issues connecting to TAP within Citrix Receiver and all troubleshooting has been done but issue is still occurring?

FCR/Software Error with Win10 VDI

NonFCR/End User Computing System Performance Issue with TAP

Non-FCR/Software Error Citrix

FCR/Software Error with TAP

What is the KB number for the FCR coding of tickets?

5: What is the KB number for the FCR coding of tickets?

KB0013280

KB0102565

KB0101629

KB0102665

User calls in and has an issue with their Outlook. Troubleshooting was done and issue is still occurring. How do you code the ticket and is it an FCR or Non FCR?

6: User calls in and has an issue with their Outlook. Troubleshooting was done and issue is still occurring. How do you code the ticket and is it an FCR or Non FCR?

FCR - Software/Error with Email/Exchange CI

Non FCR - Software/Error with Win10 Laptop CI

Non FCR - End User Computer/System Performance Issue with Win10 Laptop CI

FCR - Software/Configuration with Email/Exchange CI

User calls in with TAP and their password does not sync due to the guidelines for ACF2. You help get their password reset and is able to get into TAP. What type of ticket is it and is it an FCR or non FCR?

7: User calls in with TAP and their password does not sync due to the guidelines for ACF2. You help get their password reset and is able to get into TAP. What type of ticket is it and is it an FCR or non FCR?

FCR - RITM

Non FCR - RITM

Non FCR - INC

CR

What requirements are used to cancel tickets?

8: What requirements are used to cancel tickets?

none of the above

duplicate ticket of same issue/submit as a request

submit request

duplicate ticket of same issue

When working a backlog ticket and an attempt was done, what do you do?

9: When working a backlog ticket and an attempt was done, what do you do?

Don't update ticket

Keep it in progress state

Place ticket on hold

Leave it for the next agent to work on it the next day

True or False - You are allowed to create a P1 or P2 ticket

10: True or False - You are allowed to create a P1 or P2 ticket

True

False