 |  |
Shawn,
Request
From: Henry Smith Jr.
Date: Tuesday, January 18, 2000
Time: 10:32:54 pm
I'm looking forward to the revamp of the tech logs/caller
notes, though I never really saw the purpose the Caller Notes.
viewable area limited etc..
As for the tech notes which we use for every call, no matter
what they are calling for. Though it would be nice to do as
suggested. Have the caller notes, and tech logs in one area giving
you the option to select for pleasure.
I do have three requests to add. One pertaining to this and
the others on a different subject.
#1 - I am not sure how to explain this, so I'll just jump in.
I feel it would be beneficial to be able to slave the tech calls.
What I mean by that is is user johndoe calls with a problem and
employee Good-guy takes the tech call. He has become the creator of
the tech call, optionally he can assign a ticket # or not, and then
proceed to log the call.
Later if user johndoe calls back with the same problem (unresolved
form the first call) another staff employee (lets say Bad-Girl) can
do one of to things.
Hit NEW call, enter the ticket number (which will now be a reference
to the first call made and becomes a child to the parent, accessed in
the future via the parent only)
Or
Go directly into the previous tech log and possibly hit a button ..maybe
"add phase"
Which make a sub call for that call.
Both of these will produce the following results. When going into a
tech log where the person has called back several time concerning the
same issue. The screen will show the first call, who started it,
time date..etc.. If there were additional calls, there will a button
that says "Next Phase".. pressing this will cause you to basically
flip through the history of that call. seeing each tech that dealt
with that call and then finally the one who resolved the issue.
The 'Next Phase' and 'Add phase' can switch places based on if the
issue is resolved. (ie: unresolved issue would display add phase
while resolved issues would indicate 'next phase') thus saving some
space.
Not only will this give us a comprehensive overview of the call
activity, but from what I can tell a few things are current lacking
without this.
#1 - If employee A makes the record, employee B takes another call
and adds to the record, and employee C finally resolves the record,
the tech log does not indicate who employee B was. A, the creator is
noted, and C, the person completing it, but no one in between. This
would allow for each persons actions indicated, along with date,
time, action taken etc...
#2 - Using #1 along with this example. What does the Reports and
Charts (Employee tech calls chart) base off of. Creator? Person
Completing the call? If so.. Is the person B equated into that at
all? I believe #1 would solve this also. Giving everyone fair
percentages, for their time involved.
#3 - When selecting 'Email' for the log to go to the staff, the email
could then combine each log of that set, starting at the parent, and
then adding each child, indicting when and who took the call, and the
actions during that call.
#4 - If the issue is unresolved, and a ticket number is present, an
option (or pop up window) that asks if you would like to email the
ticket number to the customer with a basic statement "Your ticket
number is XXXXX" or quote the parent tech log for the call, with the
ticket number indicated. This will allow for the customer to relate
the ticket number to the specific problem.
The 2nd request
Can OG be set to enable an 'Auto-Logout' feature, with a possible
predetermined time limit. So that an idle station will log out (not
completely though!), just log out and go back to the Log-in screen.
So that the next tech and log in quickly when a call come in.
And Lastly
We run two different Referral programs.
The first program is if a customer refers another dial up customer
they receive 30 days free after the customer has become a paying
customer (we give 30 free trial period.. so the referrer only gets
credit after 60 days, or upon first payment, whichever is first)
This has worked ideally and OG handles it well.
The second program is when a customer refers a business customer to
us that gets a virtual domain, we provide them with 6 months for
access after the virtual domain has been with us and paid for at
least 3 months of service. Quite a deal, but we are unable to utilize
OG for this, since the referral program handles only on set. Could
the Referral setting button, a window asking for plan #1 or Plan #2,
in the same way the misc Task button does. The referral settings of
plan 1 and two can first look to see what type of plan the person
referred has and then apply the correct credit based on the rules for
the particular plan.
Whew.. got it out.. it's 1:20 am.. so there are most likely a lot of
mistakes, spelling errors, blah blah blah.. but oh well... I hope you
are able to make sense out of what I'm saying.
Going for the Gold.. OptiGold that is, techy tea, .. umm...ooppss..
sorry.. childhood lapse... :)
- Henry Smith, Jr.
- Senior Systems Administrator
Making a difference one customer at a time....
IHS2000 Internet Services
11 East Brookfield Dr
Lebanon, Pennsylvania 17046
Phone:717.274.3300 Fax:717.306.1112
http://www.ihs2000.com or email hensj@ihs2000.com
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