Situational Examples

Yes or No

(4)

Played 83 %Accuracy 54 Average time 05:25

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About this activity

Did the caller make the right decision? Let's see if you know your stuff!

Created by

ISG Call Center

United States

Download the paper version to play

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#	Player	Accuracy	time
1	Logan Campbell March 3, 2026	% 100	02:57
2	Ada April 8, 2026	% 100	04:38
3	Jae April 8, 2026	% 92	03:27
4	Michayla Butler April 10, 2026	% 92	04:16
5	Stacey March 3, 2026	% 92	08:07
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Situational ExamplesOnline version Did the caller make the right decision? Let's see if you know your stuff! by ISG Call Center 1 Fabiola hangs up and uses ESCALATED: Provider uses MRO portal, need to review for response, invoice or to upload/submit request. She selects the "Request Needs Resubmitted" button. Is she correct? Yes No 2 Eli ends his current call and finishes his notes. He then calls the second number provided where he has left a voicemail. Did Eli proceed correctly? Yes No 3 Mark checks the diary history. There is no request ID. He calls the number back, selecting a different option to speak to someone to verify they received the request. Is he doing the right thing? Yes No 4 CJ notates the email address then hits save and next. Is this the correct action? Yes No 5 MJ leaves a voicemail and uses "ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail." Did MJ proceed correctly? Yes No 6 Tasha uses the escalation phrase "ESCALATED: Provider uses CIOX portal, need to review for response, invoice or to upload/submit request." and selects the "please check for provider response" button. Yes No 7 Dean calls and is advised the authorization is not signed. Dean uses ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail. Is he right? Yes No 8 Trey checks the diary history. There is not a number listed there either. He uses ESCALATED: No contact information available for provider, sending to Research team for assistance. Is this right? Yes No 9 Mario completes his diary entry and uses the "ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail" escalation. Is this correct? Yes No 10 Sadie uses the phrase ESCALATED: To resolve pending issue in order to proceed. Did Sadie do the right thing? Yes No 11 Ben completes his diary notes and notates the phone number for billing. He does not call the provided number and hits "save and next". Did Ben do the correct thing? Yes No 12 Lucy uses the phrase ESCALATED: No contact information available for provider, sending to Research team for assistance. Did Lucy do the right thing? Yes No 13 Roz finishes her diary notes and uses the "ESCALATED: As additional information is needed in order to proceed" phrase along with the additional information button. Is Roz right? Yes No

Situational ExamplesOnline version

Did the caller make the right decision? Let's see if you know your stuff!

by ISG Call Center

Fabiola hangs up and uses ESCALATED: Provider uses MRO portal, need to review for response, invoice or to upload/submit request. She selects the "Request Needs Resubmitted" button. Is she correct?

Yes

Eli ends his current call and finishes his notes. He then calls the second number provided where he has left a voicemail. Did Eli proceed correctly?

Yes

Mark checks the diary history. There is no request ID. He calls the number back, selecting a different option to speak to someone to verify they received the request. Is he doing the right thing?

Yes

CJ notates the email address then hits save and next. Is this the correct action?

Yes

MJ leaves a voicemail and uses "ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail." Did MJ proceed correctly?

Yes

Tasha uses the escalation phrase "ESCALATED: Provider uses CIOX portal, need to review for response, invoice or to upload/submit request." and selects the "please check for provider response" button.

Yes

Dean calls and is advised the authorization is not signed. Dean uses ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail. Is he right?

Yes

Trey checks the diary history. There is not a number listed there either. He uses ESCALATED: No contact information available for provider, sending to Research team for assistance. Is this right?

Yes

Mario completes his diary entry and uses the "ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail" escalation. Is this correct?

Yes

Sadie uses the phrase ESCALATED: To resolve pending issue in order to proceed. Did Sadie do the right thing?

Yes

Ben completes his diary notes and notates the phone number for billing. He does not call the provided number and hits "save and next". Did Ben do the correct thing?

Yes

Lucy uses the phrase ESCALATED: No contact information available for provider, sending to Research team for assistance. Did Lucy do the right thing?

Yes

Roz finishes her diary notes and uses the "ESCALATED: As additional information is needed in order to proceed" phrase along with the additional information button. Is Roz right?

Yes

You can integrate the game into an LMS compatible with LTI 1.1 or LTI 1.3 such as Canvas, Moodle, or Blackboard. This way, the scores will be automatically saved into the platform’s gradebook.

Situational Examples

Yes or No

About this activity

Created by

Download the paper version to play

Top Games

Yes or No

Adjective Checker

Yes or No

Foot and Ankle Anatomy Quiz

Yes or No

Grammys for best song/record

Yes or No

Is it created with Artificial Intelligence? - Complete game

Yes or No

Is it true?

Situational ExamplesOnline version

by ISG Call Center

Fabiola hangs up and uses ESCALATED: Provider uses MRO portal, need to review for response, invoice or to upload/submit request. She selects the "Request Needs Resubmitted" button. Is she correct?

Eli ends his current call and finishes his notes. He then calls the second number provided where he has left a voicemail. Did Eli proceed correctly?

Mark checks the diary history. There is no request ID. He calls the number back, selecting a different option to speak to someone to verify they received the request. Is he doing the right thing?

CJ notates the email address then hits save and next. Is this the correct action?

MJ leaves a voicemail and uses "ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail." Did MJ proceed correctly?

Tasha uses the escalation phrase "ESCALATED: Provider uses CIOX portal, need to review for response, invoice or to upload/submit request." and selects the "please check for provider response" button.

Dean calls and is advised the authorization is not signed. Dean uses ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail. Is he right?

Trey checks the diary history. There is not a number listed there either. He uses ESCALATED: No contact information available for provider, sending to Research team for assistance. Is this right?

Mario completes his diary entry and uses the "ESCALATED: Provider cannot locate the request or does not accept calls and contact is needed by email, fax or mail" escalation. Is this correct?

Sadie uses the phrase ESCALATED: To resolve pending issue in order to proceed. Did Sadie do the right thing?

Ben completes his diary notes and notates the phone number for billing. He does not call the provided number and hits "save and next". Did Ben do the correct thing?

Lucy uses the phrase ESCALATED: No contact information available for provider, sending to Research team for assistance. Did Lucy do the right thing?

Roz finishes her diary notes and uses the "ESCALATED: As additional information is needed in order to proceed" phrase along with the additional information button. Is Roz right?

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