Escalations FAQ
General
Do we need to continue using the Live Transfer tracker to log calls and do Zoho too?
Answer: No, you do NOT need to continue utilizing the SharePoint Live Transfer Tracker (or log). The Zoho Task replaces the tracker. T1, T2 & T3 will no longer use the SharePoint Tracker. Zoho will be our Case Management home base.
Are Live Transfers going away?
Answer: No, Live Transfers are still our standard operating procedure. Currently, the Zoho Task rollout within Escalations is solely about Case Management -- tracking and logging the calls that were escalated. Zoho does NOT replace any existing system; it is solely supplemental.
Are we using Live Transfer Exceptions within ServiceBench?
Answer: CS does NOT need to create a Live Transfer Exception in ServiceBench, however if they do, it will not break anything. Zoho is our reporting source, so the T1, T2, T3 tasks will be utilized for reporting, not the ServiceBench exception.
Are attachments from Zoho copied to ServiceBench?
Answer: No, attachments placed in Zoho, such as an email, are attached to the Task.
Which teams can utilize the Status dropdown for something other than Completed?
Answer: All teams will use Completed, however T3 and BBB & Social Media can use additional statuses based on the work performed, such as Not Started, In Progress, Waiting on Someone Else, or Closed.
When do you use Closed, as a task status?
Answer: It's rare to use Closed. Closed leaves the tasks within the work queue and can potentially look like an 'open' tasks which will stop any automatic assignments.
CS Agent do not have Zoho access, yet they are transferring a call by Avaya to me in T1, T2 or T3, since they are not creating the SB Exception for Live Transfer, does that impact Zoho tasks?
Answer: No, CS Agents are not required to have Zoho access for this process. T1, T2, and T3 can create a Zoho task the moment a call is received. There is no need to open/update the SharePoint tracker, nor is there a need for the CS Agent to create a Live Transfer Exception. If one is created, there is no issue for T1, T2 or T3, it becomes a coaching issue for CS, but no reporting impact.
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