(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 describes a problem unrelated to their actual issue
Resolve an INC in under 2 minutes
Fusion Friday!
User makes uncomfortable small talk
User fixes their issue on their own
An actually pleasant call/chat
End a call/chat 5 minutes before a break/lunch starts
Snarky user
User can't replicate their issue. "I'm not crazy!"
User asking for admin rights for something totally unacceptable
Ask for ticket info and get something completely unrelated
"Can this be escalated?"/Complains about SLA time
"This other IT agent did it last time, why can't you?"
It's been 15 minutes and you still don't know what the issue is
Finish a user's problem, then they ask you to take care of more issues
User thinks something is broken when it's working as intended
Manager not doing their job
After being asked a Yes or No question, user re-explains their problem
"____ is not on my computer", when it is
TOS employee doesn't know something basic about computers
"I need this to do my job."
CompuCom tech calls us instead of 1.5
User says something embarrassing when not muted
Access Management goes down, unplanned
Have a simple T2 ticket get immediately assigned to CompuCom
You spend >10 minutes working an issue and then find out user already has ticket open for the issue.
User starts yelling/being unreasonably upset
User tells us to do something against policy
User chats/calls in while they're already working with another tech
Status update on a SD/INC that was submitted today
ServiceNow wipes a call/INC record
User already has their WSINFO ready before you ask for it
User reads off McAfee client code without phonetics
100 calls holding
User explains why they got locked out of their computer for >1 minute.
SCQM doesn't respond to questions
Call/Chat abandoned right after being picked up.
User reads off Client Code phonetically without being told to
User doesn't want ticket for something that does need one
User wants a ticket for something that doesn't need one
Yolanda
Get a ticket returned for a poor reason
User says something incredibly inappropriate
Misidentifies hardware
User ignoring the upfront about an outage
Transfer from another desk when it's something they support
