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Background:

A call or chat that is not resolved during the interaction will be elevated to the back-office team to follow up via email.

Search the Jira queue for any open tickets for this customer.

  • If a ticket exists:

    • tag the agent that is assigned to the ticket in an internal comment with date and time the customer reached out and any additional comments.

  • If no ticket exists:

    • follow steps below.

An interaction can be elevated to email:

  • During the interaction

    • The agent will still be able to toggle back and forth between the live interaction and the email interaction.

  • After the interaction ends but before the interaction is disposed

    • The agent will be able to toggle back and forth to complete ACW for the primary interaction.

Elevating an Interaction to Email

1

Click the elevate to email icon:

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2

  1. Enter the email address corresponding to the appropriate back-office team:

  1. Select Email - Internal OB from the drop-down menu.

  2. Click the Email button to open the email.

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When sending an outbound email to the back-office team, the Internal OB skill must be used otherwise the system will display an error message.

3

Enter the subject line of the email using the following format:

Contact Reason - Customer Name - Org

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4

  1. Open the quick replies.

  2. Select ‘Email to Jira’

  3. Click insert to add the template to the email.

5

  1. Enter the required customer information.

  2. To add the job link, click on the link icon and copy/paste the job link into the field and click save to add it to the email.

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6

When all required fields have been filled, click the Send button to complete the email.

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Disposing the Interaction

1

Navigate back to the original interaction by clicking in the pane that contains the interaction.

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2

Open the disposition notes area by clicking the check mark.

3

  1. Select the appropriate disposition according to /wiki/spaces/SS/pages/2836725775

  2. Enter disposition notes according to /wiki/spaces/SS/pages/2787704874

  3. Add the Jira tag

  4. Save & Close

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