Create the Call Back Exception
The Call Back Exception is created when a Customer Service agent has an escalated call and a Supervisor/Case Management is not available OR the customer cannot wait and requests a call back.
The agent should first approach a Supervisor to assist or take the call in real time before creating the exception.
- Create the exception in an Open status.
- Enter the appropriate Comment Phrase exactly as shown below in the Exception Comment.
- Enter a Service Job Comment explaining the reason for the call back.
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