Tier 1 | Live Transfer

Tier 1 | Live Transfer

Escalated customers are transferred to Supervisors or Tier 1 teams for resolutions. Tier 1 (T1) teams will create a Zoho task when a call is received from Customer Service. Currently, Avaya is not connected to Zoho, therefore the Tier 1 Associate must manually create a task. Currently, there is no automation for task creation or task assignments.

There are three ways to create a task:
  1. Create a task inside a Service Request (Case)
    1. linked to a Customer and Case
  2. Create a task inside the Customer's Account, 
    1. NOT linked to a Service Request (or Case)
  3. Add a new task manually:
    1. NOT linked to a Customer Account or Case

Create Task in Customer's Service Request | Case

Copy and Paste the Service Job Number  from ServiceBench into Zoho Desk
  1. On the Zoho Toolbar, use Search icon and enter the Service Job Number.
    Open the Service Job.
  2. Click Activity tab.
  3. Click Add (+), and click Task.

  4. Complete the required task fields. 
    1. Task Subject:
      Enter the subject based on your team's current formatting rules.
    2. Task Type:
      T1
    3. Escalations Type:
      Live Transfer
    4. Task Owner:
      1. Click the Task Owner drop-down, and click the Teams tab.
      2. Enter T1 to search for the Tier 1 team.
      3. Hover over the team's name and click the Profile / Agent Icon. 
        1. Enter a few letters of your own name to find your profile.
        2. Click your name to self-assign.
    5. Escalation Reason
    6. Escalation Sub Reason
  5. Click Submit to save the task. 
    The task is saved to your task list but is not completed.
    1. Resolve the task.
    2. To reopen the task, mark the task complete, and add a resolution:
      1. Use Kanban Task Board, or
      2. Use the Activities module.

Create Task in Customer's Account | No Case

Find the customer first! Use Contract # or Property Address.
  1. On the Zoho Toolbar, use Find to locate a customer by
    Contract # or Property Address. Open the customer record.
  2. Click Activity tab.
  3. Click Add (+), and click Task.
  4. Complete the required task fields. 
    1. Task Subject:
      Enter the subject based on your team's current formatting rules.
    2. Task Type:
      T1
    3. Escalations Type:
      Live Transfer
    4. Task Owner:
      1. Click the Task Owner drop-down, and click the Teams tab.
      2. Enter T1 to search for the Tier 1 team.
      3. Hover over the team's name and click the Profile / Agent Icon. 
        1. Enter a few letters of your own name to find your profile.
        2. Click your name to self-assign.
    5. Escalation Reason
    6. Escalation Sub Reason
  5. Click Submit to save the task. 
    The task is saved to your task list but is not completed.
    1. Resolve the task.
    2. To reopen the task, mark the task complete, and add a resolution:
      1. Use Kanban Task Board, or
      2. Use the Activities module.

Create Task | No Customer Account, Service Request, or Case

Since there's no customer or case, create a new task without any link to a customer or case.
  1. On the Zoho Toolbar, hover over Add (+) and click Task.
  2. Complete the required task fields. 
    1. Task Subject:
      Enter the subject based on your team's current formatting rules.
    2. Task Type:
      T1
    3. Escalations Type:
      Live Transfer
    4. Task Owner:
      1. Click the Task Owner drop-down, and click the Teams tab.
      2. Enter T1 to search for the Tier 1 team.
      3. Hover over the team's name and click the Profile / Agent Icon. 
        1. Enter a few letters of your own name to find your profile.
        2. Click your name to self-assign.
    5. Customer Name
      Enter the name of the caller
    6. Escalation Reason
    7. Escalation Sub Reason
  3. Click Submit to save the task. 
    The task is saved to your task list but is not completed.
    1. Resolve the task.
    2. To reopen the task, mark the task complete, and add a resolution:
      1. Use Kanban Task Board, or
      2. Use the Activities module.

Overview

Tier 1, 2, and 3 utilize Zoho Desk to resolve escalated calls. Associates will no longer create Live Transfer Exceptions. 
The following is a high-level workflow outline that explains the typical workflow for a T2 Live Transfer call. 

  1. Agents will no longer create a Live Transfer Exception within ServiceBench. 
  2. Tier 1, 2, and 3 Associates will no longer update the Live Transfer SharePoint Tracker.
    Zoho Desk replaces the tracker. 
  3. ServiceBench is still a critical tool. All Service Job updates will continue
    to occur in ServiceBench, such as Job Notes, Job Comments, etc. Also, job comments
    are copied into ServiceBench from Zoho.
  4. Do not change severity inside Zoho; it must be completed in ServiceBech.
  5. Live escalations will continue as they normally occur today.
  6. All Tier 1 and Tier 2 tasks are assigned to the Associate who takes the call;
    assign to self within your T1 or T2 team.


    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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