Welcome to Arria NuSutus! Listed below is a schedule on how your day should go over the first couple weeks. The items range from setting up your logins and tools, to shadowing to see how certain actions are performed (and when to perform them).


This is a new process so as we move through the days, there may be updates so check back regularly!


TABLE OF CONTENTS


Week 1

Day 1

Team Introductions

Action Owner: Alaric

Action: Meet Customer Support team members in a welcome meeting (invite to be sent out once email is created)

 

Setup Accounts

Action Owner: Jason

Actions:

  • Confirm required accounts are set up and login details have been provided via email
  • Login, change passwords, and test initial access.

 

Day 2

Call Center Agent Training

Action Owner: Bee

Actions: Go through and complete Agent Training modules. This will give you a better understanding of the agent process which will help you identify and resolve issues.


Workflows and Processes 

Action Owner: Jason

Actions: Review the following workflow diagrams and processes. Ask questions!

 

Day 3

Day 2 Recap

Action Owner: Bee

Action: Q and A for the call center training

  • Agent do's and do not's
  • Agent workflow
  • Agent expectations

 

Freshdesk Walkthrough

Action Owner: Jason

Actions

  • General usage
  • Tickets
  • Views
  • Dashboard
  • Reporting
  • Groups

 

AWS Connect Walkthrough

Action Owner: Jason

Actions

  • Recording limitations
  • Search fields
  • Search terms
  • Time zones

 

Review Cloudberry (S3 explorer) Walkthrough

Action Owner: Jason

Actions:  

  • Recording limitations
  • Search fields
  • Time zones

 

Store Provisioning Tool Walkthrough

Action Owner: Jason

Action:  

  • Limitations
  • Identifying fields
  • Search options
  • Updating fields

 

Shadow Assigned Agent: Jason

 

Day 3 Review

 

Day 4

Freshdesk Walkthrough

Action Owner: Jason

Action: Connect with action owner to complete the following points. 

  • Setup 'My Dashboard' to ensure tickets within scope are displayed
  • Set ticket view to 'Unresolved Ping Tickets'
  • Review Groups
  • Review Statuses
  • Review other ticket fields
  • Review automations that affect us
  • Review 'Canned Responses'

Review Complaint Tickets in Freshdesk

Action Owner: Jason

Action: Review workflow of a complaint ticket, ensuring the following details are recorded in the notes (using the canned response Notes - Agent Complaint)

  • Contact ID: (the id code at the top of the AWS Connect recording)
  • Customer Phone Number: (provided by requestor, used to find contact ID)
  • Agent: The agent's username that took the call
  • Complaint: What was reported
  • Notes: What did you discover
  • Suggested Course Of Action: What can we do to ensure alignment with the call center agent

 

Shadow Agents

 

 

Day 5

Recap Of Tools

Recap of Call Center Agent Process and Expectations

Recap of Ticket Expectations


Week 2

Day 1

Before Lunch

Action Owner: You

Action: Connect with an agent to shadow them for the 1st half of your day.


After Lunch

Action Owner: You

Action: Take control and have the agent shadow you for the remainder of the day.


Day 2

Before Lunch

Action Owner: You

Action: Connect with an agent to shadow them for the 1st half of your day. Take notes on any questions or concerns you have during the shadowing process.


After Lunch

Action Owner: Jason

Action:  Connect with Jason to review your morning and bring up any questions or concerns you may have.


Action Owner: You

Action:  Create a document on the questions and/or concerns that were reviewed and submit them to alaric.nel@nusutus.com


Day 3

Before Lunch

Action Owner: You

Action: Connect with an agent to shadow them for the 1st half of your day.


After Lunch

Action Owner: You

Action: Review of "who is who" for contacts and applications.


Day 4

All Day

Action Owner: You

Action: Practice actioning tickets using the 'Notes' field and notify Jason to review it when done.


Day 5

Before Lunch

Action Owner: Jason

Action: Connect with action owner to complete the following points.


After Lunch

Action Owner: Jason

Action: Connect with action owner to complete the following points.