CXone Screen Pop Procedures & Scripting: Authorizations
The CXone screen pop may display the Service Provider’s information they verified through the IVR.
The Service Provider will confirm who they are, what job they’re working on, and what customer it is for.
If only partial information is provided, use the verification statements for what is available and ask for the missing information.
CXone Screen Pop
The CXone Screen Pop contains information verified.
The Service Provider's Name, Account Number, Reason for call, Trade, and if related to a Recall.
Service Job Search Methods
When the Service Provider displays in the Screen Pop:
- On the CXone Screen Pop, copy the Service Provider’s Account Number.
- On the Search Service Orders and Jobs screen, select the magnifying glass icon to the right of the Service Provider field.
- Paste the Account Number in the Account Number field, then select Search.
- Select the check icon on the left of the Service Provider’s information.
- The Service Provider’s information will populate in the Service Provider field.
- Type the Customer’s Phone Number in the Phone Number field, then select Search. This will return only the Service Jobs assigned to this Service Provider for this Customer.
When the Screen Pop displays Non-IVR or No Caller Identified:
- In Search Service Orders and Jobs, under Basic Criteria, enter the Customer’s Phone Number. In Advanced Criteria, select the product the Service Provider is servicing and select Search.
- This will return all Service Jobs for this customer on the selected product. Identify the correct job by name of the Service Provider. Filter results by double clicking on the Service Job Date.
When a Sears Technician is calling in:
- Type the Service Order Number provided by the Sears Technician in the External Service Order Number field, then select Search.
- This will return the specific Service Job or Jobs (if assigned) associated with the Service Order.
Greeting and Verification Process
Confirm Customer and Job information:
Suggested Scripting | |
Greeting & SP Verification | “Thank you for calling Authorizations, my name is <Agent
Name>. Who from <Service Professional Name> do I have the pleasure
of speaking with today?” |
Customer Verification | “Thank you <Caller Name>. May I have the customer’s
phone number for the Service Job you’re calling in reference to?” |
Service Job Verification | “Is this for the Service Job ending in <last 4 digits of
the Service Job and the dash number>?” After Service Job is confirmed: “For <Customer Name> at <Customer Street Number, Name, and Unit>, correct?” Once confirmed, open the Service Job, and proceed to verify the Product. |
No Caller Identified:
Suggested Scripting | |
Greeting & SP Verification | “Thank you for calling Authorizations, my name is <Agent
Name>. May I have your first name and the company you are with please?" |
Customer Verification | “Thank you <Caller Name>. May I have the Service Order
Number you’re calling in reference to?” |
Service Job Verification | After Service Job is confirmed: “For <Customer Name> at <Customer Street Number, Name, and Unit>, correct?” Once confirmed, open the Service Job, and proceed to verify the Product. |
All Information Populated:
Suggested Scripting | |
Greeting & SP Verification | “Thank you for calling Authorizations, my name is <Agent
Name>. Who from <Service Professional Name> do I have the pleasure
of speaking with today?” |
Customer Verification | “Thank you <Caller Name>. You’re calling for
<Customer Name> at <Customer Street Number, Name, and Unit>
correct?” |
Service Job Verification | “This is for Service Job ending in <last 4 digits of the
Service Job and the dash number> on a <Product> correct? |
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