CASE RESOLUTION

Program/Category : Premium Support

Call Driver : update billing, account management Case Resolution Code : Non-tech

Call Driver : Web service issue, printer offline, pqi ts if resolved, cartridge error if resolved, network issue Case Resolution Code :Remote Solution

Call Driver : Ink Shipment via AST, Ink Replacement via GN Case Resolution Code :Parts Shipped

Call Driver : 1.) if ever there is a customer who calls and the issue is unresolved when the call ended or the customer says she doesnt need any assistance anymore. 2.) if the customer got disconnected and you tried calling back several times and still not contacted Case Resolution Code :Cancel per cx

Call Driver : For DUPLICATED cases -make sure to document the original case number on the notes of the duplicate case Case Resolution Code :Case Voided

Call Driver : Calls under DNAP guidelines Case Resolution Code :Unresolved-Does not agree to pay

Call Driver : Referred to ISP -if troubleshooting steps was exhausted and we determined that the root cause of the problem is the router settings or wi-fi related Case Resolution Code :Referred for Software Support