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!
- Terminology
- List Of Useful Applications To Install
- Call routing flow
- Call center agent flow
- Pizza Build Process
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.