Highest rated Agent tier in the system. agents with this certificate works on complex requests and provide support for other agents (provide support in “I need Help” flow)
Agents in this tier are being assigned/ suggested to new tickets created by users, main tickets, support and rating tickets.
Agents in this tier are being suggested to new tickets created by users and other main certificates
COS (Chief of Stuff)
Agents that passed the “Partner” tier, based on the rating and the score they got from messages and interactions working on assessment tickets.
Agents in this tier are responsible to handle responder tickets from synthetic and assessment tickets.
Applicants that are applying for the COS role. 4.2+ with 12+ rated messages
THESE TIERS WERE BASED ON THIS SHEET
Agents with this certification type will be able to work on user main tickets, this is the first level of certification where an agent will be interacting with a real user request.
Agents with this certification type will only be able to work on tickets in its “Task Info” step and not before!
Agents with this certification type will be able to provide help to other agents when they request help through the flow “I need Help”
Agents with this certification will be able to buy/ purchase items for users, this is a special certificate because agents with this certificate will have access to users credit card information.
Agents with this certification will be able to rate other agents on the tasks they worked on
Responder (Only relevant for the Synthetic and Assessment)
Agents with this certification will be able to respond to other Agents as a user, this is relevant only to synthetic and assessment because these two ticket types are being suggested to agents that are either being assessed to gain access to new certificates, including Agent Partners who are being trained to gain “Main Ticket” certification
Agents with these certification will be able to create creation tickets (assessment and synthetic)