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Mystery Breakout
Tania M
Created on November 6, 2024
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Transcript
Protocols & Procedures
Mystery Breakout
Start
Intro
You have entered a dark and unknown world from which you have to get out before it's too late and you will be locked in forever.
Continue
Mission 1
Locked
Locked
Locked
Answer the question and you will find out the address of the following scenario
What is the correct order of the 3 Step Process used to request repetitions, verifications, or clarifications?
Request > Interpret > Notify
Interpret > Notify > Request
Notify > Request > Interpret
Mission 2
Locked
Completed
Locked
Drag and discover
What is our standard hold time?
7 minutes
15 minutes
10 minutes
Mission 3
Completed
Completed
Locked
What is the name of the script I have to provide verbatim if the agent disconnects and I only have the LEP on the line?
Agent Disconnected Script
Transfer to Customer Service Script
No Response Script
If part of the LEP's message is provided in English, I should...
Remind them to only speak in target language.
Omit the English portion.
Interpret the entire statement.
What should I do if the agent uses a term I'm not familiar with?
Tell agent they need to lower their register.
Cold transfer to another interpreter.
Ask for a moment to look up the word.
Remember the code
216
Continue
Completed
Completed
Completed
Mission 4
When on hold I can engage with the LEP in conversations.
It depends
True
False
14+3
Continue
You have reached the last mission 🎉 Do you know what the code is?
Enter the password