(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.
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User sends an emoticon/emoji
"Can this be escalated?"/Complains about SLA time
User asks for a live agent while you're chatting with them.
"This other IT agent did it last time, why can't you?"
Transfer from another desk when it's something they support
You spend >10 minutes working an issue and then find out user already has ticket open for the issue.
User ignoring the upfront about an outage
It's been 15 minutes and you still don't know what the issue is
Call/Chat abandoned right after being picked up.
SCQM doesn't respond to questions
Misidentifies hardware
CompuCom tech calls us instead of 1.5
User makes uncomfortable small talk
User asking for admin rights for something totally unacceptable
