Situation: Customer calls to our helpline are currently answered by an assistant
who asks the customer if they are calling to report a new problem or to check the status
of a previously reported issue. If the customer is calling about a previously reported is-
sue, the assistant asks the customer for the Incident ID. The assistant then places the cus-
tomer on hold, calls a customer service representative, advises the representative of the
reason for the call (new problem or Incident ID, and transfers the caller.
