NINJA QUIZ
Clare Coleman
Created on December 13, 2023
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Transcript
start
Are you a Dialog Ninja?
Question 1/15
A new Cloud Communication Platform for RCMP
Instructions on how to talk to customers
A new Communicaion Platform to contact stores
What is Dialog
Question 2/15
How do I access Dialog?
Using the link provided on VETA
Using the app on my desktop
It will aotimatically load up when I sign in to my IKEA VM
Question 3/15
How do I sign in to Dialog for the first time?
Click more login options, type INGKA into organizations, click next and Microsoft
Sign in with my INGKA email and IKEA password
I will be automatically signed in when I click on the link provided!
Question 4/15
What do I do with the link once I have Logged in?
Add it to my favourites on my browser
Nothing!
Download Dialog app to my desktop
Question 5/15
Blue
Green
Red
What status colour shows you are On Queue?
Question 6/15
How do I start receiving interactions through Dialog?
Change my status to Available and go On Queue
Go in to available
Interactions! With customers?
Question 7/15
What does this Icon do?
Allows me to switch between Voice, email & Chat
Allows me to check my voicemails
Allows me to check emails from my customers
Question 8/15
What is the VETA ID for System guide: Dialog?
VETA ID: 306430.11
VETA ID: 306436.11
VETA ID: 305430.11
Question 9/15
Do I need to set up my mircophone when I first sign in To Dialog?
Yes, I need to make sure I have allow Microphone access on my browser
No, It will be connected automatically
Yes, I need to make sure my headset is in the right USB port
Question 10/15
I'm with a customer but after discussing their issue with them, I realise they have come through to the wrong queue. How do I transfer my customer to the right queue?
You dont, this is my call, I'm taking responsibility for it
Click consult, wait with my customer and advise the next co worker why I am transferring the call
Choose the right department from the dropdown menu, click on notes and advise why you are transferring, click transfer
Question 11/15
ICM & RFC
ASAP & ICM
RFC & HDX
What systems have now been intergrated into Dialog?
Question 12/15
Click outbound interaction icon, switch to send email, GB_Email_res_general and the customer email below, then press enter on my keyboard
Click outbound interaction icon, switch to send email, GB_voice_res_general and the customer email below, then press enter on my keyboard
Use email sender on VETA
I'm on call with my customer who's looking for a copy of their recent receipt to be email to them, how do I do this?
Question 13/15
While working Live Chat, I am required to work how many chats at once?
2
3
1
Question 14/15
I'm still in wrap up and need to press done
Issues with the system? Restart!
I have finished my call with a customer and they have hung up, but I've not received another call, why?
Customer has not hung up correctly and the line is still live
Question 15/15
How do I logout at the end of my shift?
Go Off Queue, stay in available and click logout
Go Off Queue and close down the page
Go Off queue, switch my status to away/personal and click logout
wrong
YOU DIDN'T FOLLOW THE WAY OF THE NINJA
Try again
YOU'REA Dialog NINJA!
Start over?