When a request cannot finish (for example, the service location has a time-of-use rate), the customer returns to an agent, and the agent's screen opens with the IVR details and the reason
Customer production
- Area
- Start, stop and transfer
- Stage
- Handoff
- Moves
- classify, decide
- Customers
- PSEG Long Island
Controls enforced
- Exceptions detected before the request is written
- nothing is lost on the way to the agent
Evidence produced
- Exception reason and request details on the agent's screen
Claims
At PSEG Long Island, a request that cannot finish goes back to an agent with the IVR details and the exception reason on the agent's screen.