Originally Posted by
redii
It would be interesting to know if they have some sort of CRM where they track the reason for the call, time, and notes about the call.
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Redii called in to see if his SWU cleared.
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Redii called in again to see if his SWU cleared.
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Repeat daily until upgrade clears.
I know they can pass notes to each other (for instance, transferring to the reissue desk), but this may be as simple as their phone system's user-to-user information (UUI).
I believe that it is up to the agent to put in any notes he/she wants. Too many times I have called back to DL because something that was supposed to be done was not, and there is no record of anything.