NINJA QUIZ

Are you a Dialog Ninja?

start

What is Dialog

A new Communicaion Platform to contact stores

Instructions on how to talk to customers

A new Cloud Communication Platform for RCMP

Question 1/15

It will aotimatically load up when I sign in to my IKEA VM

Using the app on my desktop

Using the link provided on VETA

How do I access Dialog?

Question 2/15

I will be automatically signed in when I click on the link provided!

Sign in with my INGKA email and IKEA password

Click more login options, type INGKA into organizations, click next and Microsoft

How do I sign in to Dialog for the first time?

Question 3/15

Download Dialog app to my desktop

Nothing!

Add it to my favourites on my browser

What do I do with the link once I have Logged in?

Question 4/15

What status colour shows you are On Queue?

Red

Green

Blue

Question 5/15

Interactions! With customers?

Go in to available

Change my status to Available and go On Queue

How do I start receiving interactions through Dialog?

Question 6/15

Allows me to check emails from my customers

Allows me to check my voicemails

Allows me to switch between Voice, email & Chat

What does this Icon do?

Question 7/15

VETA ID: 305430.11

VETA ID: 306436.11

VETA ID: 306430.11

What is the VETA ID for System guide: Dialog?

Question 8/15

Yes, I need to make sure my headset is in the right USB port

No, It will be connected automatically

Yes, I need to make sure I have allow Microphone access on my browser

Do I need to set up my mircophone when I first sign in To Dialog?

Question 9/15

Choose the right department from the dropdown menu, click on notes and advise why you are transferring, click transfer

Click consult, wait with my customer and advise the next co worker why I am transferring the call

You dont, this is my call, I'm taking responsibility for it

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?

Question 10/15

What systems have now been intergrated into Dialog?

RFC & HDX

ASAP & ICM

ICM & RFC

Question 11/15

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?

Use email sender on VETA

Click outbound interaction icon, switch to send email, GB_voice_res_general and the customer email below, then press enter on my keyboard

Click outbound interaction icon, switch to send email, GB_Email_res_general and the customer email below, then press enter on my keyboard

Question 12/15

While working Live Chat, I am required to work how many chats at once?

Question 13/15

Customer has not hung up correctly and the line is still live

I have finished my call with a customer and they have hung up, but I've not received another call, why?

Issues with the system? Restart!

I'm still in wrap up and need to press done

Question 14/15

Go Off queue, switch my status to away/personal and click logout

Go Off Queue and close down the page

Go Off Queue, stay in available and click logout

How do I logout at the end of my shift?

Question 15/15

Try again

YOU DIDN'T FOLLOW THE WAY OF THE NINJA

wrong

Start over?

YOU'REA Dialog NINJA!