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