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Authored by: Support.com Tech Pro Team
Please select the top level category of customer's identified need.
Expert CategoryAreas withinHow to routeBusiness Experts
Business networking configuration
Business Software/Application Troubleshooting
Data Backup & Cloud Storage
Database Management
Programming & Web/App Development
Server Configuration and Maintenance
TS SMB Delivery
TS SMB Delivery
TS SMB Delivery
Determine Expert
Determine Expert
Determine Expert
Computer Experts
Apple Products
Data Backup & Cloud Storage
General PC Support
General Software Support
Malware Removal
Microsoft Products
Printers & 3D Printers
TS Home Delivery or TS SMB Delivery
TS Home Delivery or TS SMB Delivery
TS Home Delivery or TS SMB Delivery
TS Home Delivery or TS SMB Delivery
TS Home Delivery or TS SMB Delivery
TS Home Delivery or TS SMB Delivery
TS Home Delivery or TS SMB Delivery
Email ExpertsEmail configuration, support & troubleshootingTS Home DeliveryorTS SMB DeliveryEntertainment Experts
Cameras
Drones
Gaming
Parental Controls
Remote Controls
TV/Video
Determine Expert
Determine Expert
TS Home Delivery
Determine Expert
Determine Expert
TS Home Delivery
Mobile Devices Experts
Android Products
Apple Products
Microsoft Products
Smartphones
TS Home Delivery or TS SMB Delivery
TS Home Delivery or TS SMB Delivery
TS Home Delivery or TS SMB Delivery
TS Home Delivery or TS SMB Delivery
Networking ExpertsHome networking configurationTS Home DeliverySmart Device Experts
Connected Health Devices & Software
Home automation
Smart Appliances
User Security Devices & Software
Wearables
Determine Expert
Determine Expert
Determine Expert
Determine Expert
Determine Expert
Training ExpertsCustomereducation & pre-sale guidance
TS Home Delivery or TS SMB Delivery
Use the following table to determine the top or competent experts we have in the department.
TopicTop ExpertsCompetent ExpertsBusiness Networking & Configuration
David Duefrene
Dean Esmay
Charles Knerr
Eric Rothoff
Joseph Barnhart
Luke Arsenault
Nick Huff
Ricardo Noyola
Asa Hildreth
Bruce Wallace
Bryan Carl
Christopher Rice
James Davis
Kenneth Daniels
Kristopher Moore
Marc Page
Richard Fannon
Business Software/Application Troubleshooting
Charles Knerr
Christopher Rice
Joseph Barnhart
Ricardo Noyola
Richard Fannon
Steve Herzog
Adam Richardson
Bruce Wallace
David Duefrene
Eric Rothoff
James Davis
Kenneth Daniels
Kristopher Moore
Marc Page
Nick Huff
Data Backup / Cloud Storage
Daniel Stevens
David Duefrene
Joseph Barnhart
Joshua Campbell
Joshua Knickerbocker
Juan Pastor
Kenneth Daniels
Luke Arsenault
Ricardo Noyola
Richard Fannon
Asa Hildreth
Bryan Carl
Charles Knerr
Christopher Rice
Cody Smith
Dustin Wiseman
James Davis
Jeff Menn, Jr.
Kimberly Galinski
Kristopher Moore
Marc Page
Nathan Loxton
Nick Huff
Database Management
David Duefrene
Dustin Wiseman
Joseph Barnhart
Steve Herzog
Daniel Stevens
Eric Rothoff
Juan Pastor
Kristopher Moore
Luke Arsenault
Matthew Davis
Nick Huff
Programming & Web/App Development
Charles Knerr
David Duefrene
Dustin Wiseman
Joseph Barnhart
Juan Pastor
Luke Arsenault
Steve Herzog
Daniel Stevens
Joshua Knickerbocker
Kristopher Moore
Marc Page
Matthew Davis
Server Configuration & Maintenance
Bryan Carl
Joseph Barnhart
Luke Arsenault
Ricardo Noyola
Asa Hildreth
Bruce Wallace
Charles Knerr
Daniel Stevens
David Duefrene
Eric Rothoff
Kristopher Moore
Marc Page
Nick Huff
Now that you have some expert names, follow the steps below.
StepDescriptionScreenshot1If you are not already logged into NICE under your elevated login, please do so now2Select RTA from the side menu
Right-Click and open in new tab to see a bigger version of this image.
3If the filters are already set to20200Tech Solutions Agents with a Specialty Skill of Tech Solutions, please proceed to step 7. Otherwise, click on the down arrow to access the filters and proceed to step 4.
4Select Entity Type of Management Unit Set
5Select the Management Unit Set 20200Tech Solutions Agents
6Use the Agent Data Group drop down to select "Specialty Skill"
7Click in the Agent Data Value filed to select Tech Solutions
8Click out of the Agent Data Value field and then click OK to accept the filters (as displayed here).
9
Use the Actual State column to determine the current status of the Expert. There will be two lines per agent. The line of interest is the one with a numeric ACD Login.
You will want to find an agent that is showing "Available" as their Actual State. If none of the agents are showing available, check for those that may currently be on "Break", "Lunch", "Meeting", "On Call" or "Unattended" (which means they are On Chat). You may be able to set up a same day call back with these experts.
You can double click on an expert's row to see their schedule for potential callback same or future date. Make sure you offer to do the service for them so if they cannot wait, they can have some support.
If the customer would prefer to stay with you as a best effort, answer Best Effort for this question and return to service.
Answer the question for this Guided path according to the results of this review.
Right-Click and open in new tab to see a bigger version of this image.
Use InContact Max to transfer the customer to the Expert using the following steps:
StepDescriptionScreenshot1In Max, please click on the Transfer / Conf option.
2You can search the Expert's name to find them and their current Max status.
3"Call" the Expert and provide them the session ID in Cloud and then warm transfer the customer.For more details refer to this document:https://pdg.support.com/wiki/index.php/MT_InContact_MAX_Job_Aid
Once you have identified that the customer would like a scheduled callback, review the expert's schedule and find a time that works for both the expert and for the customer. Note: Avoid time slots where the employee already has break, lunch, VTO, meetings, etc.
Once a time slot is identified, ping a Supervisor and have them plot the meeting on the expert's NICE schedule. Advise the customer that the callback will likely occur within the 30 minutes before to the 30 minutes after the designated time.
As you will not be engaging an expert at this point, mark this Guided Path as Done and proceed to deliver service on the SOS (TechSolutions) Cloud Tenant site within the MT Supertenant.
If you are unsuccessful in resolving the issue using all available resources, please offer again to set up a callback with one of our experts and return to this guided path, reopen and adjust the outcome. Please make sure that you have placed sufficient notes on the session that the expert will be able to leverage to avoid repeating approaches you have already tried.
Use the following table to determine the top or competent experts we have in the department.
TopicTop ExpertsCompetent ExpertsApple Products
Cody Smith
Corey Neal
Daniel Stevens
Dotti Carey
Joseph Barnhart
Joshua Campbell
Joshua Knickerbocker
Ricardo Noyola
Adam Richardson
Andres Herrera
Brandon Funk
Bruce Wallace
Charles Knerr
Christopher Lavinder
Christopher Rice
David Duefrene
Dean Esmay
Dustin Wiseman
Eric Rothoff
James Davis
Jeff Menn, Jr.
Kenneth Daniels
Kristopher Moore
Luke Arsenault
Marc Page
Nathan Loxton
Nick Huff
Richard Fannon
Data Backup and Cloud Storage
Daniel Stevens
David Duefrene
Dotti Carey
Joseph Barnhart
Joshua Campbell
Joshua Knickerbocker
Juan Pastor
Kenneth Daniels
Ricardo Noyola
Richard Fannon
Asa Hildreth
Bryan Carl
Charles Knerr
Christopher Rice
Cody Smith
Dustin Wiseman
James Davis
Jeff Menn, Jr.
Kimberly Galinski
Kristopher Moore
Luke Arsenault
Marc Page
Nathan Loxton
Nick Huff
General PC Support
Adam Richardson
Andres Herrera
Asa Hildreth
Brandon Funk
Bruce Wallace
Bryan Carl
Charles Knerr
Christopher Bowman
Christopher Lavinder
Christopher Rice
Cody Smith
Corey Neal
Daniel Stevens
David Duefrene
Dean Esmay
Dotti Carey
Dustin Wiseman
James Davis
Jeff Menn, Jr.
Johnny Williams
Joseph Barnhart
Joshua Campbell
Joshua Knickerbocker
Juan Pastor
Kenneth Daniels
Kimberly Galinski
Kristopher Moore
Kyle Paul
Luke Arsenault
Marc Page
Nathan Loxton
Nick Huff
Ricardo Noyola
Richard Fannon
Shirley Veer
Steve Herzog
Eric Rothoff
Matthew Davis
General Software Support
Andres Herrera
Brandon Funk
Bryan Carl
Charles Knerr
Christopher Lavinder
Cody Smith
Corey Neal
Daniel Stevens
Dean Esmay
Dotti Carey
Dustin Wiseman
Johnny Williams
Joseph Barnhart
Joshua Campbell
Joshua Knickerbocker
Juan Pastor
Kenneth Johson
Kristopher Moore
Luke Arsenault
Marc Page
Ricardo Noyola
Richard Fannon
Shirley Veer
Steve Herzog
Adam Richardson
Asa Hildreth
Bruce Wallace
Christopher Bowman
Christopher Rice
David Duefrene
Eric Rothoff
James Davis
Jeff Menn, Jr.
Kimberly Galinski
Kyle Paul
Nathan Loxton
Nick Huff
Malware Removal
Andres Herrera
Asa Hildreth
Brandon Funk
Bruce Wallace
Bryan Carl
Charles Knerr
Christopher Rice
Cody Smith
Corey Neal
Daniel Stevens
David Duefrene
Dean Esmay
Dotti Carey
Dustin Wiseman
Jeff Menn, Jr.
Johnny Williams
Joseph Barnhart
Joshua Campbell
Joshua Knickerbocker
Juan Pastor
Kenneth Daniels
Kimberly Galinski
Kristopher Moore
Luke Arsenault
Marc Page
Matthew Davis
Nathan Loxton
Nick Huff
Ricardo Noyola
Richard Fannon
Shirley Veer
Steve Herzog
Christopher Bowman
Christopher Lavinder
Eric Rothoff
James Davis
Kyle Paul
Microsoft Products
Andres Hildreth
Asa Hildreth
Bryan Carl
Charles Knerr
Christopher Lavinder
Christopher Rice
Corey Neal
Daniel Stevens
David Duefrene
Dean Esmay
Dotti Carey
James Davis
Johnny Williams
Joseph Barnhart
Joshua Campbell
Joshua Knickerbocker
Juan Pastor
Kenneth Daniels
Kristopher Moore
Luke Arsenault
Ricardo Noyola
Richard Fannon
Shirley Veer
Adam Richardson
Brandon Funk
Cody Smith
Dustin Wiseman
Eric Rothoff
Jeff Menn, Jr
Kimberly Galinski
Kyle Paul
Marc Page
Nathan Loxton
Nick Huff
Steve Herzog
Peripherals & 3D Printers
Asa Hildreth
Bruce Wallace
Charles Knerr
Daniel Stevens
David Duefrene
Dotti Carey
Dustin Wiseman
James Davis
Johnny Williams
Joseph Barnhart
Joshua Campbell
Kristopher Moore
Luke Arsenault
Ricardo Noyola
Richard Fannon
Adam Richardson
Andres Herrera
Brandon Funk
Bryan Carl
Christopher Lavinder
Christopher Rice
Cody Smith
Corey Neal
Jeff Menn, Jr.
Joshua Knickerbocker
Juan Pastor
Kenneth Daniels
Kimberly Galinski
Kyle Paul
Nathan Loxton
Nick Huff
Steve Herzog
Use the following table to determine the top or competent experts we have in the department.
TopicTop ExpertsCompetent ExpertsEmail configuration, support, & troubleshooting
Bryan Carl
Charles Knerr
Corey Neal
Daniel Stevens
David Duefrene
Dustin Wiseman
Eric Rothoff
Jeff Menn, Jr.
Johnny Williams
Joseph Barnhart
Joshua Campbell
Joshua Knickerbocker
Juan Pastor
Kimberly Galinski
Kristopher Moore
Kyle Paul
Luke Arsenault
Marc Page
Ricardo Noyola
Richard Fannon
Shirley Veer
Adam Richardson
Asa Hildreth
Brandon Funk
Bruce Wallace
Christopher Bowman
Christopher Lavinder
Christopher Rice
Cody Smith
Dean Esmay
James Davis
Kenneth Daniels
Matthew Davis
Nathan Loxton
Steve Herzog
Use the following table to determine the top or competent experts we have in the department.
TopicTop ExpertsCompetent ExpertsCameras
James Davis
Joseph Barnhart
Asa HIldreth
Christopher Rice
Corey Neal
Dean Esmay
Dustin Wiseman
Joshua Campbell
Kenneth Daniels
Kristopher Moore
Kyle Paul
Luke Arsenault
Marc Page
Nathan Loxton
Nick Huff
Ricardo Noyola
Drones
Asa Hildreth
Joseph Barnhart
Corey Neal
James Davis
Kenneth Daniels
Kristopher Moore
Nick Huff
Gaming
Adam Richardson
Andres Herrera
Asa Hildreth
Brandon Funk
Bruce Wallace
Bryan Carl
Charles Knerr
Christopher Lavinder
Corey Neal
Daniel Stevens
David Duefrene
Dean Esmay
James Davis
Jeff Menn, Jr.
Joseph Barnhart
Joshua Campbell
Joshua Knickerbocker
Juan Pastor
Kenneth Daniels
Kristopher Moore
Kyle Paul
Luke Arsenault
Marc Page
Matthew Davis
Nathan Loxton
Christopher Bowman
Christopher Rice
Cody Smith
Dustin Wiseman
Kimberly Galinski
Nick Huff
Ricardo Noyola
Shirley Veer
Parental Controls
Christopher Rice
Daniel Stevens
James Davis
Joseph Barnhart
Joshua Campbell
Kenneth Daniels
Kristopher Moore
Andres Herrera
Charles Knerr
Christopher Lavinder
Cody Smith
Corey Neal
Dustin Wiseman
Jeff Menn, Jr.
Joshua Knickerbocker
Luke Arsenault
Marc Page
Nathan Loxton
Nick Huff
Remote Controls
Joseph Barnhart
Charles Knerr
Christopher Lavinder
David Duefrene
Dustin Wiseman
James Davis
Jeff Menn, Jr.
Kenneth Daniels
Luke Arsenault
Marc Page
Nick Huff
Ricardo Noyola
TV /. Video
Charles Knerr
Corey Neal
James Davis
Joseph Barnhart
Kenneth Daniels
Kristopher Moore
Ricardo Noyola
Adam Richardson
Andres Herrera
Asa Hildreth
Bruce Wallace
Bryan Carl
Christopher Lavinder
Christopher Rice
Cody Smith
Dean Esmay
Dustin Wiseman
Eric Rothoff
Jeff Menn, Jr.
Joshua Campbell
Kimberly Galinski
Kyle Paul
Luke Arsenault
Marc Page
Nathan Loxton
Nick Huff
Shirley Veer
Use the following table to determine the top or competent experts we have in the department.
TopicTop ExpertCompetent ExpertAndroid Products
Andres Herrera
Asa Hildreth
Bryan Carl
Charles Knerr
Christopher Lavinder
Cody Smith
Corey Neal
Daniel Stevens
David Duefrene
James Davis
Johnny Williams
Joseph Barnhart
Juan Pastor
Kenneth Daniels
Luke Arsenault
Ricardo Noyola
Adam Richardson
Brandon Funk
Bruce Wallace
Christopher Bowman
Christopher Rice
Dean Esmay
Dustin Wiseman
Eric Rothoff
Jeff Menn, Jr.
Josh Knickerbocker
Kimberly Galinski
Kristopher Moore
Kyle Paul
Marc Page
Nathan Loxton
Nick Huff
Shirley Veer
Steve Herzog
Apple Products
Cody Smith
Corey Neal
Daniel Stevens
Joseph Barnhart
Joshua Campbell
Joshua Knickerbocker
Ricardo Noyola
Steve Herzog
Adam Richardson
Andres Herrera
Brandon Funk
Bruce Wallace
Charles Knerr
Christopher Lavinder
Christopher Rice
David Duefrene
Dean Esmay
Dustin Wiseman
Eric Rothoff
James Davis
Jeff Menn, Jr.
Kenneth Daniels
Kristopher Moore
Luke Arsenault
Marc Page
Nathan Loxton
Nick Huff
Richard Fannon
Microsoft Products
Andres Hildreth
Asa Hildreth
Bryan Carl
Charles Knerr
Christopher Lavinder
Christopher Rice
Corey Neal
Daniel Stevens
David Duefrene
Dean Esmay
James Davis
Johnny Williams
Joseph Barnhart
Joshua Campbell
Joshua Knickerbocker
Juan Pastor
Kenneth Daniels
Kristopher Moore
Luke Arsenault
Ricardo Noyola
Richard Fannon
Shirley Veer
Adam Richardson
Brandon Funk
Cody Smith
Dustin Wiseman
Eric Rothoff
Jeff Menn, Jr
Kimberly Galinski
Kyle Paul]
Marc Page
Nathan Loxton
Nick Huff
Steve Herzog
Smartphones
Charles Knerr
Cody Smith
Daniel Stevens
Joseph Barnhart
Joshua Campbell
Joshua Knickerbocker
Juan Pastor
Kenneth Daniels
Kimberly Galinski
Kristopher Moore
Kyle Paul
Luke Arsenault
Marc Page
Ricardo Noyola
Adam Richardson
Andres Herrera
Asa Hildreth
Brandon Funk
Bruce Wallace
Bryan Carl
Christopher Bowman
Christopher Lavinder
Christopher Rice
Corey Neal
David Duefrene
Dean Esmay
Dustin Wiseman
James Davis
Jeff Menn, Jr.
Johnny Williams
Nathan Loxton
Nick Huff
Shirley Veer
Use the following table to determine the top or competent experts we have in the department.
TopicTop ExpertCompetent ExpertHome Networking & Configuration
Adam Richardson
Charles Knerr
Christopher Lavinder
Christopher Rice
Corey Neal
David Duefrene
Dean Esmay
Eric Rothoff
James Davis
Jeff Menn, Jr.
Johnny Williams
Joseph Barnhart
Joshua Campbell
Joshua Knickerbocker
Juan Pastor
Kristopher Moore
Kyle Paul
Luke Arsenault
Marc Page
Nick Huff
Ricardo Noyola
Andres Herrera
Asa Hildreth
Brandon Funk
Bruce Wallace
Christopher Bowman
Cody Smith
David Stevens
Dustin Wiseman
Kenneth Daniels
Kimberly Galinski
Matthew Davis
Nathan Loxton
Richard Fannon
Shirley Veer
Steve Herzog
Business Networking & Configuration
David Duefrene
Dean Esmay
Charles Knerr
Eric Rothoff
Joseph Barnhart
Luke Arsenault
Nick Huff
Ricardo Noyola
Asa Hildreth
Bruce Wallace
Bryan Carl
Christopher Rice
James Davis
Kenneth Daniels
Kristopher Moore
Marc Page
Richard Fannon
Use the following table to determine the top or competent experts we have in the department.
TopicTop ExpertCompetent ExpertConnected Heath Devices & Software
James Davis
Joseph Barnhart
Daniel Stevens
Kimberly Galinski
Kristopher Moore
Luke Arsenault
Marc Page
Nick Huff
Home Automation
Asa Hildreth
Daniel Stevens
David Duefrene
James Davis
Joseph Barnhart
Juan Pastor
Kristopher Moore
Nick Huff
Adam Richardson
Bryan Carl
Cody Smith
Corey Neal
Jeff Menn, Jr.
Joshua Knickerbocker
Kenneth Daniels
Kimberly Galinski
Kyle Paul
Luke Arsenault
Marc Page
Ricardo Noyola
Shirley Veer
Smart Appliances
Daniel Stevens
James Davis
Joseph Barnhart
Kristopher Moore
Adam Richardson
Bruce Wallace
Bryan Carl
Christopher Rice
Cody Smith
Corey Neal
Dustin Wiseman
Jeff Menn, Jr.
Joshua Knickerbocker
Kenneth Daniels
Kyle Paul
Luke Arsenault
Marc Page
Nick Huff
Shirley Veer
User security devices & software
Daniel Stevens
David Duefrene
Joseph Barnhart
Joshua Campbell
Joshua Knickerbocker
Juan Pastor
Kristopher Moore
Luke Arsenault
Richard Fannon
Christopher Lavinder
Christopher Rice
Corey Neal
Dustin Wiseman
James Davis
Jeff Menn, Jr.
Kenneth Daniels
Kimberly Galinski
Marc Page
Nathan Loxton
Nick Huff
Steve Herzog
Wearables
Joseph Barnhart
Andres Herrera
Asa Hildreth
Christopher Rice
James Davis
Joshua Knickerbocker
Kenneth Daniels
Kimberly Galinski
Kristopher Moore
Luke Arsenault
Use the following table to determine the top or competent experts we have in the department.
TopicTop ExpertCompetent ExpertCustomer Education & Pre-Sale Guidance
Adam Richardson
Brandon Funk
Charles Knerr
Christopher Bowman
Cody Smith
Corey Neal
Daniel Stevens
Dotti Carey
James Davis
Johnny Williams
Joseph Barnhart
Joshua Campbell
Joshua Knickerbocker
Juan Pastor
Kenneth Daniels
Nick Huff
Richard Fannon
Shirley Veer
Asa Hildreth
Bruce Wallace
Bryan Carl
Christopher Lavinder
Christopher Rice
David Duefrene
Dean Esmay
Dustin Wiseman
Eric Rothoff
Jeff Menn, Jr.
Kimberly Galinski
Kristopher Moore
Luke Arsenault
Marc Page
Nathan Loxton
Ricardo Noyola
Steve Herzog
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