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<div id="oscMainContainer" contenteditable="false" class="wordwrap section-to-print" style="height: 4060px;">Hi everyone, As you all know, a couple of us sat down and had a talk about what could be changed in the handling of e-calls and have a
positive impact on the amount of e-calls that can be processed. This is what we’ve come up with. Replacing the Excel reporting tool with automated data available in Service NOW The current way of keeping track of who did how many e-calls is by
writing down the inc number, if the user was contacted, the short descry, the steps taken, the status, additional info and the SLA date in an Excel file + colouring the appropriate cells according to whether it was resolved, forwarded, closed, or
still in progress. This takes a lot of time which could be used to do more e-calls. It’s redundant as well since the only use of this is as a reporting tool and there are statistics in SNOW that can be used instead. During the meeting I talked a
bit about how it used to work in Belgium but apparently what I said was a bit outdated, nevertheless we can still do something similar. Paul Verboten uses a report in SNOW to track how many e-calls were assigned each day for each agent. It’s
possible to share this report and use this as a reporting tool instead without the agents their selves being hampered by having to prove every action they take. Quota As I have understood it the quota for the dispatchers is 20 e-calls a day and
for the other agents(non-CB’ers) it is 7 a day. Having a quota, especially for those who also take calls can sometimes be impossible to meet. I’m sure the coaches have noticed this already. It also leads to agents trying to cherry pick more in
order to meet the quota. There needs to be baseline of what one can do, but it should be fairly loose and in proportion to the time the agent is actually on the e-call status in Genesys. We didn’t go into detail in this. This is more of a
coaching issue. Creating a dispatch queue and changing the work of a dispatcher to be more in line with that of an actual dispatcher Currently the function of the main dispatcher is more that of a queue watcher and those of the back-ups more of
being regular e-callers. We believe that if we change it to be more like it was back in Belgium the process will be more streamlined, have a clearer overview and make it more difficult to cherry-pick, among other things. How it works: - There
will be only one dispatcher. The others will just be regular e-callers who will work following the first-in-first-out principle(the oldest first), no matter if you are permanently on e-calls during the day or are doing some between regular calls.
- There will be two queues(assignment groups in SNOW); one for the dispatcher and one for the others agents doing e-calls. - The dispatcher will be the only one looking at the dispatch queue. All the freshly registered e-calls will end up here,
and he/she will only look at the oldest inc on the dispatch queue and decide what needs to be done with it: o If the e-call needs to be forwarded to the second line and it contains enough information or the information can be received by the
dispatcher and added to the incident(software installation issues which require logs to be added to the inc) the dispatcher can forward the incident to the second line. This includes swaps(if the dispatcher is certain). O If the e-call needs to
be forwarded but it does not contain enough information the dispatcher will send it to the regular e-call queue so the e-callers can contact the user to gather more information, and they can send it to second line. O If in order to resolve the
issue in the e-call an action needs to be performed by an agent the dispatcher will send the e-call to the e-call queue and (if possible) write in the work notes what he/she thinks needs to be done. o If the e-call can be closed immediately
without an action needing to be performed the dispatcher will do so. o If the issue in an e-call can be fixed by performing an action that doesn’t require to contact the user(e.g. editing a reg key, deleting a file through \\%Hostname%\c$\,
gpupdate, …) or the user can fix it himself with a D! P procedure, a SSP request, some simple steps that can easily be explained or when the user needs to contact another department the dispatcher can close these e-calls immediately after giving
the necessary explanation/solution/referral in the solution field + customer visible comments. (MORE ON THIS IN THE NEXT TOPIC) o The dispatcher won’t contact any users directly unless they are VIP’s or it concerns very urgent incs like networks
being down and the ticket doesn’t contain enough information, but these shouldn’t occur a lot because e-calls aren’t meant for urgent issues. This is not a hard rule. If the dispatcher just needs to check one little thing with the user but is
fairly sure it can be solved, he/she is free to contact the user instead of transferring the inc to the regular e-call queue. This is cherry picking, but it is allowed cherry picking for only the dispatcher. O If the dispatch queue is empty the
dispatcher will start to work on the regular e-call queue like any other e-caller would. O Regular e-callers just look at their own queue and assign the oldest inc to their selves like they are used to. > Since the dispatcher doesn’t contact
any users by default and only actually dispatches e-calls it will make it so the dispatcher will see a lot of e-calls very quickly and likely no more than one dispatcher is necessary. > Having more than one dispatcher on one queue can make it
unclear which incidents have been looked at and which haven’t been and it makes a mess of the queue where assigned and unassigned incidents are jumbled up and nobody is working in order. > Having a separate dispatch queue with one dispatcher
makes it so this one dispatcher should know everything about all incoming e-calls and general problems are easily detected. > Having a separate e-call queue where every incident requires an agent to perform some kind of action results in there
being no excuses for assigning incidents that are not next in line on this queue and eliminates cherry picking. The dispatcher should still check the e-call queue from time to see if agents aren’t skipping some e-calls and address them if there
is a suspicion of cherry picking, but it should be way easier to detect cherry picking with this way working. As the second, actual e-call queue it is possible to use the old Belgian one called “DOCK!LINE E-CALL” so “SSC VARNA Service Desk
E-CALL” can be used as the dispatch queue. Everything not mentioned here should remain the same, as entering your userid in both the ‘Coordinated by’ and ‘Assigned to’ fields, using the OOO queue or starting an e-call chat each morning.
Contacting users before closing A lot of e-calls are about simple things with a simple solution. If the issue in an e-call can be fixed by performing an action that doesn’t require to contact the user(e.g. editing a reg key, deleting a file
through \\%Hostname%\c$\, gpupdate, …) or the user can fix it himself with a D! P procedure, a SSP request, some simple steps that can easily be explained or when the user needs to contact another department the e-call can be immediately resolved
after giving the necessary explanation/solution/referral in the solution field + customer visible comments. There were some concerns about people reopening their e-calls because they wouldn’t know where to look for the solution. In these cases
the user can be contacted and explained where to look, so they know in the future. Likewise, there were also concerns about angry users not wanting to follow the procedures given as a solution. In these cases, as in all cases where the user is
not cooperating, we do not have to provide any additional help as we have provided the service that is expected of us. We do not have to got out of our way and apply f.e. procedures they can find their selves on D! P just because they don’t want
to do them.. But honestly, I think these are fringe cases. Time invested per e-call As a general note, and this can be said for regular calls as well, agents don’t need to continue looking into issues for vast amounts of time. Just quickly have a
look in the procedures, old incidents and in some cases like f.e. Office issues one might find a solution through Google. This should only take a couple minutes and if nothing is found the agent should call the user anyway to gather the basic
information that is needed and forward the incident. It doesn’t matter at all whether an agent is able or not able to solve an (e-)call if all the right steps were taken when forwarding. VIP e-calls Incidents from VIP’s are always urgent, even if
they are e-calls. They need to be picked out by the dispatcher and done immediately. If for some reason the dispatcher is not able to resolve the incident the e-call should be sent to the team that can. This holds even for simple issues like
resetting a password, if the VIP is not willing or not able to help troubleshoot with the dispatcher the incident can be forwarded directly to the correct team. The dispatcher can always ask the answer man which team this is. Brent Reypens
Incident solver Tel. 024481804 sdst@kbc.be KBC Global Services NV, DOCK!HUMAN Egide Walschaertsstraat 3, 2800 Mechelen<span id="tmp_tag"></span></div>
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Hi everyone, As you all know, a couple of us sat down and had a talk about what
could be changed in the handling of e-calls and have a positive impact on the
amount of e-calls that can be processed. This is what we’ve come up with.
Replacing the Excel reporting tool with automated data available in Service NOW
The current way of keeping track of who did how many e-calls is by writing down
the inc number, if the user was contacted, the short descry, the steps taken,
the status, additional info and the SLA date in an Excel file + colouring the
appropriate cells according to whether it was resolved, forwarded, closed, or
still in progress. This takes a lot of time which could be used to do more
e-calls. It’s redundant as well since the only use of this is as a reporting
tool and there are statistics in SNOW that can be used instead. During the
meeting I talked a bit about how it used to work in Belgium but apparently what
I said was a bit outdated, nevertheless we can still do something similar. Paul
Verboten uses a report in SNOW to track how many e-calls were assigned each day
for each agent. It’s possible to share this report and use this as a reporting
tool instead without the agents their selves being hampered by having to prove
every action they take. Quota As I have understood it the quota for the
dispatchers is 20 e-calls a day and for the other agents(non-CB’ers) it is 7 a
day. Having a quota, especially for those who also take calls can sometimes be
impossible to meet. I’m sure the coaches have noticed this already. It also
leads to agents trying to cherry pick more in order to meet the quota. There
needs to be baseline of what one can do, but it should be fairly loose and in
proportion to the time the agent is actually on the e-call status in Genesys. We
didn’t go into detail in this. This is more of a coaching issue. Creating a
dispatch queue and changing the work of a dispatcher to be more in line with
that of an actual dispatcher Currently the function of the main dispatcher is
more that of a queue watcher and those of the back-ups more of being regular
e-callers. We believe that if we change it to be more like it was back in
Belgium the process will be more streamlined, have a clearer overview and make
it more difficult to cherry-pick, among other things. How it works: - There will
be only one dispatcher. The others will just be regular e-callers who will work
following the first-in-first-out principle(the oldest first), no matter if you
are permanently on e-calls during the day or are doing some between regular
calls. - There will be two queues(assignment groups in SNOW); one for the
dispatcher and one for the others agents doing e-calls. - The dispatcher will be
the only one looking at the dispatch queue. All the freshly registered e-calls
will end up here, and he/she will only look at the oldest inc on the dispatch
queue and decide what needs to be done with it: o If the e-call needs to be
forwarded to the second line and it contains enough information or the
information can be received by the dispatcher and added to the incident(software
installation issues which require logs to be added to the inc) the dispatcher
can forward the incident to the second line. This includes swaps(if the
dispatcher is certain). O If the e-call needs to be forwarded but it does not
contain enough information the dispatcher will send it to the regular e-call
queue so the e-callers can contact the user to gather more information, and they
can send it to second line. O If in order to resolve the issue in the e-call an
action needs to be performed by an agent the dispatcher will send the e-call to
the e-call queue and (if possible) write in the work notes what he/she thinks
needs to be done. o If the e-call can be closed immediately without an action
needing to be performed the dispatcher will do so. o If the issue in an e-call
can be fixed by performing an action that doesn’t require to contact the
user(e.g. editing a reg key, deleting a file through \\%Hostname%\c$\, gpupdate,
…) or the user can fix it himself with a D! P procedure, a SSP request, some
simple steps that can easily be explained or when the user needs to contact
another department the dispatcher can close these e-calls immediately after
giving the necessary explanation/solution/referral in the solution field +
customer visible comments. (MORE ON THIS IN THE NEXT TOPIC) o The dispatcher
won’t contact any users directly unless they are VIP’s or it concerns very
urgent incs like networks being down and the ticket doesn’t contain enough
information, but these shouldn’t occur a lot because e-calls aren’t meant for
urgent issues. This is not a hard rule. If the dispatcher just needs to check
one little thing with the user but is fairly sure it can be solved, he/she is
free to contact the user instead of transferring the inc to the regular e-call
queue. This is cherry picking, but it is allowed cherry picking for only the
dispatcher. O If the dispatch queue is empty the dispatcher will start to work
on the regular e-call queue like any other e-caller would. O Regular e-callers
just look at their own queue and assign the oldest inc to their selves like they
are used to. > Since the dispatcher doesn’t contact any users by default and
only actually dispatches e-calls it will make it so the dispatcher will see a
lot of e-calls very quickly and likely no more than one dispatcher is necessary.
> Having more than one dispatcher on one queue can make it unclear which
incidents have been looked at and which haven’t been and it makes a mess of the
queue where assigned and unassigned incidents are jumbled up and nobody is
working in order. > Having a separate dispatch queue with one dispatcher makes
it so this one dispatcher should know everything about all incoming e-calls and
general problems are easily detected. > Having a separate e-call queue where
every incident requires an agent to perform some kind of action results in there
being no excuses for assigning incidents that are not next in line on this queue
and eliminates cherry picking. The dispatcher should still check the e-call
queue from time to see if agents aren’t skipping some e-calls and address them
if there is a suspicion of cherry picking, but it should be way easier to detect
cherry picking with this way working. As the second, actual e-call queue it is
possible to use the old Belgian one called “DOCK!LINE E-CALL” so “SSC VARNA
Service Desk E-CALL” can be used as the dispatch queue. Everything not mentioned
here should remain the same, as entering your userid in both the ‘Coordinated
by’ and ‘Assigned to’ fields, using the OOO queue or starting an e-call chat
each morning. Contacting users before closing A lot of e-calls are about simple
things with a simple solution. If the issue in an e-call can be fixed by
performing an action that doesn’t require to contact the user(e.g. editing a reg
key, deleting a file through \\%Hostname%\c$\, gpupdate, …) or the user can fix
it himself with a D! P procedure, a SSP request, some simple steps that can
easily be explained or when the user needs to contact another department the
e-call can be immediately resolved after giving the necessary
explanation/solution/referral in the solution field + customer visible comments.
There were some concerns about people reopening their e-calls because they
wouldn’t know where to look for the solution. In these cases the user can be
contacted and explained where to look, so they know in the future. Likewise,
there were also concerns about angry users not wanting to follow the procedures
given as a solution. In these cases, as in all cases where the user is not
cooperating, we do not have to provide any additional help as we have provided
the service that is expected of us. We do not have to got out of our way and
apply f.e. procedures they can find their selves on D! P just because they don’t
want to do them.. But honestly, I think these are fringe cases. Time invested
per e-call As a general note, and this can be said for regular calls as well,
agents don’t need to continue looking into issues for vast amounts of time. Just
quickly have a look in the procedures, old incidents and in some cases like f.e.
Office issues one might find a solution through Google. This should only take a
couple minutes and if nothing is found the agent should call the user anyway to
gather the basic information that is needed and forward the incident. It doesn’t
matter at all whether an agent is able or not able to solve an (e-)call if all
the right steps were taken when forwarding. VIP e-calls Incidents from VIP’s are
always urgent, even if they are e-calls. They need to be picked out by the
dispatcher and done immediately. If for some reason the dispatcher is not able
to resolve the incident the e-call should be sent to the team that can. This
holds even for simple issues like resetting a password, if the VIP is not
willing or not able to help troubleshoot with the dispatcher the incident can be
forwarded directly to the correct team. The dispatcher can always ask the answer
man which team this is. Brent Reypens Incident solver Tel. 024481804 sdst@kbc.be
KBC Global Services NV, DOCK!HUMAN Egide Walschaertsstraat 3, 2800 Mechelen
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STRÖER SSP GMBH (DSP)
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BOMBORA INC.
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SPOTX, INC
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