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SPIKE MID PROGRAM REVIEW

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  • You receive a data pop to dispatch an ASM and notice the case is locked by another agent. What should you do?
    Unlock the agent and lock yourself in the case
    Contact the agent locked in the case to see if actively work
    leave the other agent locked in case but continue to work it
    ignore the data pop and go back to Available state in Avaya
  • What word is used to identify vehicle manufacturers
    Make
    Car
    Model
    Truck
  • VRMs always have release paperwork.
    True
    False
  • Hom many Network providers should be called before you contact on OON provider for a VRM
    7
    10
    15
    3
  • What word is used to identify the difference versions of vehicles that manufacturers make?
    Make
    Car
    Model
    Truck
  • You have been attempting to dispatch a vehicle from the accident scene for 15 minutes and have not been successful. What must you do at this point?
    Call the customer and let them know we are still working the
    Start to call OON providers
    Leave the vehicle at the accident scene
    Leave the case for the Dedicated associate to dispatch
  • After completing a dispatch for an ASM case what should you do with the case before moving on to the next call?
    All of the above
    Ensure any relevant information is documented in case
    Ensure you have assigned the case to the appropriate queue.
    Make sure to unlock yourself from the case
  • What ETA do you need to attempt for an ASM?
    45 min
    30 min
    60 min
    120 min
  • What ETA do you need to obtain for a VRM?
    6 hours
    4 hours of less
    3 hours
    2 hours
  • The difference between an ASM and VRM is an ASM has release paperwork or charges associated with the case.
    True
    False
  • What is the number one thing you must NOT ask a customer to do when asking for a VIN?
    Look at their virtual insurance card for the VIN
    Look at their insurance card for the VIN
    Look at their driver's side interior dash for the VIN
    Get out of the vehicle to locate the VIN
  • How many in Network providers should be called before you contact an OON provider for an ASM case?
    10
    7
    9
    3
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