Policy on Transaction Handling for Voice, Email, Chat and all other CUSTOMER TRANSACTION METHODOLOGIES 
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- 1. Call/Chat/Email avoidance or dropping of call/transaction, including but not limited to: 
- 11.1. Failure to answer calls, chats, and/or transactions within the threshold period. Delayed opening - should be within 3 seconds 
- 11.2. Failure to answer at the start of the call/chats/transactions until the customer hangs up or disconnects. - do not place HC on mute 
- 11.3. Intentional disconnection by the agent of the call/chat/transaction by the customer. ask cx to drop the call at end of call (Ghost spiel) 
- 11.4. Transferring a call/transaction back into the queue without valid reason. 
- 11.5. Prematurely transferring a call/transaction to another department/agent or back to the queue. 
- 11.6. Intentionally giving inaccurate information in order to release a call/transaction. 
- 11.7. Refusing to take a call/transaction. 
- 11.8. Placing a customer on hold in excess of the threshold period. (2 minutes) 
- 11.9. Inappropriate ending/passing of a call/transaction. 
- 11.10. Aux Jumping: manipulating aux states to avoid calls/transaction in the queue or going back to the bottom of the queue without authorization 
- 11.11. Staying on the line upon transfer of the call/transaction to the next level of support beyond the threshold period. 
- 11.12. Intentionally dialing an invalid number that results to talk time or Aux out or ACD in, or other similar or analogous to the foregoing. 
- 11.13. Opening multiple lines 
- 11.14. Going on unavailable status without following operational procedure 
- 11.15. Any other act analogous to the foregoing or that can result or is intended not to respond to customer calls/chats/transaction.