This document will outline the functional requirements for the Complaint Management Solution or ticketing system of call center solutions. There are three types of tickets that can be logged into the system. Query :: Request:: Complaint
Following is the process flow diagram for capturing ticketing from call center and related organization.
ERT : Expected resolution time will be always as escalation rule created for that combination of ticket.
Call Center Agent Shall -
-Select Category in combo box. Based on Category selected, the corresponding Sub
Categories will be populated.
-Select Sub Category in combo box. Based on Sub Category selected, the
corresponding Ticket will be populated.
Based on combination of category, Sub category and Ticket, CCA shall capture the other relevant
details in COMS and save the complain. This shall generate complain id in the system and the
complaint will be assigned to different available technical workgroup.
-When Call Center Agent enters Compalint Category, Sub Category, the COMS will query for all unsolved complain for same in last 3 hrs, if any complain of this type found then CCA
gets a Dialog Box displaying a message indicating the Agent that this problem is a
known problem and Technical team is working on it. CCA can then continue with this
new complian or inform the customer regarding this
-The agent can set a complaint followup. When a follow up is triggered, a blinking
message ‘New Reminder/New Message’ will be shown in the COMS Toolbar .Clicking
on it will expand the Message Board. The message board will show the actual follow up
message, type, Complaint ID and a link to the Complaint.
-CCA shall also have an option to put a priority (Low, Medium, High, Urgent,Blank) to a
complain and same shall be visible to the Technical Agents when they pick up a
complain assigned for their group.
Note: Default setting will be blank
-Complaint number will be on the type of complaint selected and on the mobile no.
Suppose type of the complain selected is Complain is the mobile no 01711500449 then
complaint no will be
For Complain, C + DDMMYYYHHMMSS+11500449
Similarly for Query,Request
For Query Q + DDMMYYYHHMMSS+11500449
For Request R + DDMMYYYHHMMSS+11500449
-The CCA will select the status of complaint as solved, unsolved and incomplete
depending on complaint resolution.
- CCA shall select the ‘Send SMS’ option if an SMS needs to be sent to customer for any
“Unsolved” complain or when a complain is “Solved”. The SMS will be sent to customer
containing the Complaint_id and status.
-There will be a provision to upload a file against the complain where agent can upload
only one file and size of the file should not be above 2MB
Assumptions : GP Team shall provide the Server for uploading these
The tickets may be dynamically assign to the work group , a diagram is shows how it dynamic assignment.
-The SLA of the complaint management system will be configurable by
supervisor/manager
-Depending on the complaint category the system will auto classify the complaints &
escalate to concerned units through various levels of SLA
-Option to set rule for creating intermediate escalation points, which would then would
be able to edit & further escalate the complaints to concerned department. Upto 3
levels of escalation shall be done.
-Email alerts will be sent to supervisors when SLA is breached
Following is the process flow diagram for capturing ticketing from call center and related organization.
ERT : Expected resolution time will be always as escalation rule created for that combination of ticket.
Following are the processes involved in Complaint Management System:
Front Line Call Center Agent Register a Ticket
Call Center Agent Shall -
-Select Category in combo box. Based on Category selected, the corresponding Sub
Categories will be populated.
-Select Sub Category in combo box. Based on Sub Category selected, the
corresponding Ticket will be populated.
Based on combination of category, Sub category and Ticket, CCA shall capture the other relevant
details in COMS and save the complain. This shall generate complain id in the system and the
complaint will be assigned to different available technical workgroup.
-When Call Center Agent enters Compalint Category, Sub Category, the COMS will query for all unsolved complain for same in last 3 hrs, if any complain of this type found then CCA
gets a Dialog Box displaying a message indicating the Agent that this problem is a
known problem and Technical team is working on it. CCA can then continue with this
new complian or inform the customer regarding this
-The agent can set a complaint followup. When a follow up is triggered, a blinking
message ‘New Reminder/New Message’ will be shown in the COMS Toolbar .Clicking
on it will expand the Message Board. The message board will show the actual follow up
message, type, Complaint ID and a link to the Complaint.
-CCA shall also have an option to put a priority (Low, Medium, High, Urgent,Blank) to a
complain and same shall be visible to the Technical Agents when they pick up a
complain assigned for their group.
Note: Default setting will be blank
-Complaint number will be on the type of complaint selected and on the mobile no.
Suppose type of the complain selected is Complain is the mobile no 01711500449 then
complaint no will be
For Complain, C + DDMMYYYHHMMSS+11500449
Similarly for Query,Request
For Query Q + DDMMYYYHHMMSS+11500449
For Request R + DDMMYYYHHMMSS+11500449
-The CCA will select the status of complaint as solved, unsolved and incomplete
depending on complaint resolution.
- CCA shall select the ‘Send SMS’ option if an SMS needs to be sent to customer for any
“Unsolved” complain or when a complain is “Solved”. The SMS will be sent to customer
containing the Complaint_id and status.
-There will be a provision to upload a file against the complain where agent can upload
only one file and size of the file should not be above 2MB
Assumptions : GP Team shall provide the Server for uploading these
The below table shows the following combination of Category, Subcategory, Ticket and
corresponding work group to which complain shall be auto assigned.
corresponding work group to which complain shall be auto assigned.
The tickets may be dynamically assign to the work group , a diagram is shows how it dynamic assignment.
SLA Management
supervisor/manager
-Depending on the complaint category the system will auto classify the complaints &
escalate to concerned units through various levels of SLA
-Option to set rule for creating intermediate escalation points, which would then would
be able to edit & further escalate the complaints to concerned department. Upto 3
levels of escalation shall be done.
-Email alerts will be sent to supervisors when SLA is breached
Agent Login:
This Ticketing system created based on the Avaya IC call center solution , so When an agent logs into Avaya IC, he will be automatically logged into ticketing system by using the same login id and password which he has entered while logging into Avaya IC. After an agent successfully logs into Avaya IC and ticketing system , an Internet Explorer Browser will open and navigate to the Welcome page of ticketing system . Henceforth in this document, this browser will be referred as ticketing system Browser .The user(technical agent or Supervisor technical agent) can loging in to the ticketing system Application by using these logging page offline.
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