6.8.08 updates

  1. We had a situation where a ticket assigned to CR was inadvertently left with the status of SCA VM pending. Unfortunately, CR cannot SEE this status, so this page sat on the advisor queue for a number of days. The page the CA’s use shows multiple statuses, so we have to narrow the search by team, which means anything assigned to a CR team does NOT show up on our page. This means YOU – advisors using the advisor queue – were the only ones who could see this ticket! SO…. If you see a ticket on your queue that is assigned to ANYONE who is not an advisor, please tell the CA or facilitator immediately. Hopefully we’ll catch ourselves and not make this mistake in the future, and we will be checking on occasion (we can do a specific search to find the error), but you all are our first line of defense and we’d appreciate your help in identifying this problem if it happens again. [For CA’s – be careful what status you set on tickets reassigned outside the team!)
  2. We have had some issues with the chain of responsibility for tickets. We’ve identified a few problem areas, the main one being the forum. Posting questions about a ticket to the forum seems to be increasing redundancy (the question is then on the forum and in the ticket) and confusion (who is responsible for follow-up – the CA or who responds to the forum question). If you have a question about a ticket or you are unable to complete a ticket for some reason, please talk to the CA or to the facilitator. Please do not seek assistance outside the SCA team. We do not want to go outside this chain of responsibility so that we clearly know who is responsible for ‘getting it done’. Remember that you all are working shifts of as little as 2 hours and we want to have a clear, consistent plan of follow-up regardless of whether you have ended your shift or not. Contacting only the CA or facilitator will allow us to do that.
  3. Related, but not exactly the same issue: If the CA or facilitator is not immediately available – don’t panic! Many of us tend to get caught up in the time crunch, thinking we need to get it ALL done NOW. The truth is we have a 24 hour time frame for the initial contact. We are not coming anywhere near that 24 hour time frame! [See what a great job you are doing!?] Whether you are on the phone and have to tell a customer you will research it and get back to them or whether it is an email that has to sit for even up to a few hours, we do have time! It really is ok to leave a ticket pending and wait an hour or more for a CA or for the facilitator!
  4. Again, related, but not exactly the same issue: We don’t need to panic when we run out of tickets either. If there are no tickets, there are no tickets. Send the IM saying you are starting the last VM on priority high and call it good. If you run completely out of tickets send an IM to the CA and let her know you are taking a 15 minute break. No big deal!