Use the Templates!

I am seeing quite a few tickets, Tengo especially, where agents are not using the templates or leaving off pertinent information.  I cannot stress enough how important it is to use the templates on calls.  Not using the templates creates bad tickets, confuses the L2s as to what the actual issue is, and overall it looks very unprofessional.  You were trained to fill out the templates for every call, so please continue to do so.

PS:  Many agents are also not logging out of queues for breaks/end of shift.  Make sure that you log out if you are not intending to take phone calls.