Category Instructions: Live Conversation - Inbound

The purpose of the category Live Conversation - Inbound is to determine whether or not the
caller was properly connected to a qualified employee
Helpful terms:
 Qualified employee: An employee that is able to assist a caller with his or her
inquiry. The qualified employee may at times need to call back in order to provide an
answer or solution. As long as the same employee is the one intending to return the
call, it is still considered connected.
 Unqualified agent: An employee that is not able to assist the caller with his or her
inquiry. A caller may reach an unqualified employee and hold a conversation, but it is
not considered a connected call unless the caller is connected to someone who can
assist him or her with their inquiry.

Here are the options:

1- Yes: handled by qualified employee

 Caller is connected to a qualified employee who is able to help the caller with their
inquiry
 Caller asks for a specific employee who is not available, but the receptionist or
another qualified employee handles the call
 Caller is only asking for business hours, receives that information, and does not
need to reach another employee or department
 Caller returned a missed call and the employee informed him or her that the original
caller dialed an incorrect phone number
 Caller returned a missed call, employee identified who called, but the caller was not
interested in being connected to that employee

2-Reached voicemail, left message

 Caller reached voicemail and left a message

3-Reached voicemail, did not leave message

 Caller reached an answering machine but did not leave a voicemail message
 Caller reached an answering machine but the mailbox was full
 Caller reached an answering machine but the recording contained no words

4-Left a message with a live person

 Caller left a live, verbal message with an unqualified employee for another
employee

5-Declined to leave a live message

 Caller was offered the option of leaving a message with an unqualified employee
but declined to leave a live message
 Caller did not connect to the intended individual or a qualified employee and ended
the call without leaving a live message

6-Hung up while on hold

 Caller is transferred from a person or business greeting and left on hold through
the end of the call
 A business greeting is a recorded message that provides information to the caller,
such as business hours, the office being closed, or all lines being busy at that time.
 Caller is transferred from a person or business greeting and the call disconnects
while on hold
 Caller is placed on hold but they are no longer there when the employee returns
or when another employee retrieves the call

7-Wrong number; nobody there; hung up during bridge greeting

 Call consisted of perpetual ringing from start to finish

 Caller hung up during an after hours greeting or other business recording
 Caller hung up during the bridge greeting
 A bridge greeting is a recorded message that answers the phone and offers a menu
such as "For sales press 1, for service press 2, for parts press 3"
 Employee answered the call but the caller is not there
 Audio only consists of dial tone, fax machine, or other sounds
 Audio is unclear because it is a garbled or distorted recording
 Call is only a few seconds in length and contains no clear audio or conversation
 Caller dialed the wrong number
 Call connection is lost during conversation
 Call consisted of music from start to finish

8-Caller could not connect to live, qualified agent - Other

 Caller returned a missed call and was unable to reach the employee who
originally called

9-Call is not in English

 Select this option if the call is in any language other than English.
 This option is not intended for calls that contain no spoken words.
 If you are activated to review calls in Spanish, the Call Not English option will not be
available. This is because you will have Spanish calls in addition to English calls. If
you receive a call in any language other than Spanish or English, please select
Correction: This call did not have a live conversation or was regarding a potential
new appointment.