Escalations Queues
Claim Specialist
After an email is sent to a Claims Specialist email inbox, a case is created in ZOHO. Follow the steps below to open, review, and close the case in ZOHO. Managers can review the Queue Management article to learn how to update the Claim Specialist ...
White Glove | Long & Foster, TXU Warranty & Progressive
When a service request is created for an enhanced service warranty, a Case is created in Zoho and assigned to the White Glove Backlog (Queue). Queues are lists of Cases or Activities (e.g., tasks, calls, and events). The White Glove Team is ...
Medical Emergency
When a customer calls in and needs assistance with their service job and discloses that they have a medical condition or high-risk situation, the service job severity is prioritized as a Medical Emergency. While navigating Case Views, you may notice ...
Tier 3 Escalations
Most Tier 3 tasks will originate within the Tier 2 team. Once a Tier 3 Task has been created and assigned to the T3 team, it moves into the T3 Team Task List, called a T3 Backlog. T3 tasks will be assigned randomly to T3 Associates using an automatic ...
Executive Escalations
An Executive Escalation is created when a customer requests a call back from a Cinch Executive. An email is sent to the Executive Escalations email inbox, a case is created in Zoho. Direct Assignment is utilized to assign the Executive Escalation to ...
Tier 2 | Live Transfer
Tier 2 (T2) Associates will create a Zoho task when a call is received from Tier 1 (T1) Associates and complete their specific T2 task. T2 will create a new T3 task if the issue requires T3 escalation and resolution. Most T3 tasks will be created by ...
Callback Groups | BPOs & Captive (Internal)
When a Callback Exception is created within ServiceBench, a task will be created and assigned to individual callback teams based on their User ID and the Exception Type created in ServiceBench. After a task is created within Zoho, the task will ...
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 ...
BBB & Social Media
BBB and Social Media Escalations are created as manual tasks within Zoho and assigned to individual associates within each team. T3 Associates can locate assigned tasks on the Kanban Task Board. There are three ways to create a task: Create a ...