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Case Ownership issues with Sev 1 cases in SEP where cases are not automatically assigned to TSE in SFDC when call is picked up

Created: 04 Feb 2014 • Updated: 04 Feb 2014
Slimshady's picture
2 Agree
0 Disagree
+2 2 Votes
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Problem Statement: Currently the Severity 1 cases are transferred through live call transfer model however cases are not being automatically assigned to the TSE which is of concern since there is confusion over ownership. With the Live Call Transfer being implemented for Sev 1 and Sev 2 cases we will have more confusions caused due to the case assignment not being done at appropriate time by the respective TSE. The Cases created between Jan'13 - Jan'14 is given below to show the trend AND when the Live Call Model is implemented, there will be 43.14%(2794 as per current trend) of the total volume of cases created in Tier 1 for ESS.

This also opens the door for abuse for if a case is not picked up by the TSE and the call disconnected without any update on the case, it would not be possible to track the first assigned TSE, who picked up the call, on the case. Previous technology had iVault as an application that could be used to track the origin of the call and the journey of the customer through to the end of the call/case.

 

Case Created Data for last 13 months (Jan'13 - Jan'14):

Cases created in SEP for Tier 1 and 2 as Severity
Data Header
CY13-Jan
CY13-Feb
CY13-Mar
CY13-Apr
CY13-May
CY13-Jun
CY13-Jul
CY13-Aug
CY13-Sep
CY13-Oct
CY13-Nov
CY13-Dec
CY14-Jan
Average (Jan 13 - Jan-14)
Pending Agent Review
12
11
17
30
33
21
26
25
32
32
29
26
28
0.19%
EPPS Tier 1 -Severity 1
645
598
745
703
611
544
538
547
546
620
489
464
493
4.48%
EPPS Tier 1 -Severity 2
5742
5314
5610
5701
5525
4691
4830
4621
4281
5838
4534
3905
4506
38.66%
EPPS Tier 1 -Severity 3
5419
4555
5139
4868
4891
4118
4663
4411
3789
5094
4076
3753
4027
34.94%
EPPS Tier 1 -Severity 4
2904
2795
2884
2857
2849
2585
3041
2940
2792
1914
2940
2651
3059
21.73%
Total 14722 13273 14395 14159 13909 11959 13098 12544 11440 13498 12068 10799 12113 100%
Pending Agent Review
2
1
2
3
 
1
2
 
3
2
2
 
1
0.06%
EPPS Tier 2 -Severity 1
147
135
101
119
61
68
48
53
34
57
66
39
72
3.32%
EPPS Tier 2 -Severity 2
1090
785
918
846
716
597
657
552
571
804
549
510
559
31.27%
EPPS Tier 2 -Severity 3
704
704
703
725
640
526
551
507
475
734
551
416
477
26.58%
EPPS Tier 2 -Severity 4
1012
898
986
1108
1055
825
819
757
771
735
824
637
750
38.76%
Total 2955 2523 2710 2801 2472 2017 2077 1869 1854 2332 1992 1602 1859 100%

Solution: To ensure optimal case handling and enhanced customer experience, the cases should be automatically assigned in SFS to the TSE once the call is picked up and the same status to be tracked.