Shot Caller
The process includes:
> First infraction: Sit down meeting with supervisor to get their perspective and understand why something went wrong and develop strategy to fix error.
> Same error reoccurring: Warning --> Reinforce strategy on fixing error.
> Continuing error: COSC Manager to review and discuss.
Note: If an analyst is struggling, supervisor will do daily review/check-ins to fix issue.
What are the next steps for individual analyst triaging?
5% of total.
What is the limit for missed chats or calls?
The results is a discussion with the supervisor.
What happens when the 0 tolerance limit is reached for ticket management for:
> Tier 1 to Tier 2 mis-assigned
> Reopen tickets
This section is broken up into 3 parts:
1) Less than a day
2) 1 to 2 days
3) 2 or more days
When/how to measure for when analysts will be OOO?
> Medium Urgency:
- Knowing processing times (e.g. processing week and EE has issues with timesheet on Monday)
- Missing pay
What is reinforced for triaging?
This includes 6 items listed below and has a zero tolerance.
1) Process and Assigned Correctly
2) Populated/Update Correctly
3) Priority
4) Immediate Closure
5) Identify Trends
6) Direct to tier 2
What is measured for individual analyst triaging and their limits?
5 minutes and 10 minutes.
What is the limit for average wait time before a chat is taken and the limit for max wait time before chat is taken or missed?
Response provided to the customer has a resolution score of 1.
What is the limit that will require notes taken on a Review Sheet and discussion with a supervisor?
This only applies to tickets that are "WIP.Assigned", no urgent tickets, and is split 2 ways:
> First day to Second day at noon
> Second day past noon
What are the next steps for when an analyst is OOO for 1 to 2 days?
> A2 and unsure: ping an A3
> A3 and unsure: ping ticket help and/or bring it up during A3 Ticket Review
What is reinforced for ticket management?
The limit for these include 30 tickets or an age of 30 minutes in the unassigned queue, followed by pinging the triage team.
What are limits and next steps for COSC supervisor triage?
This includes analyzing missed items, average wait times, and max wait times.
Note: Excluding meeting mode is "on" and non-office hours
What is measured for chats and phones by the COSC supervisor?
These two items are reviewed daily with the Review Sheet.
When and how are these items is measured for:
> time in took to perform action
> response provided to the customer
This process contains of no action required unless there is an urgent ticket or a meeting with the COSC supervisor for any tickets.
What are the limits and next steps for when an analyst is OOO for less than a day or out for 2 or more days?
This appears in 4 places for "What to Measure":
> Triage: # of open tickets
> Triage: Age of open tickets
> Prod Management: Incident state of "WIP.Assigned"
> Prod Management: Aging tickets
Where does this appear:
Note: Excluding extraordinary circumstances: all staff meeting, fire alarms, blackouts, holidays, events, etc…
This process requires daily spot checking in real time to review the number and age of open tickets in the unassigned queue.
When and how is triaged measured by the COSC supervisor?
This is done every week after the COSC Weekly report has been completed.
When and how are chats and phones measured by the COSC supervisor?
Tier 2 pings COSC or at the beginning of each week, running the "COSC Reopen Tickets for Last Week" report.
When and how tier 1 to tier 2 mis-assigned and reopen tickets are measured?
An analyst gets pinged because they have twice as much tickets as the next analyst or they have a ticket that is approaching 48 hours without reason.
What is the next step for when limits are reached for number and age of tickets assigned to an analyst?
The purpose of this is to ensure COSC stays within Service levels.
What is the goal of COSC supervisor of reviewing aging tickets assign to an analyst in production management?
> Spot checking in real time/bounce back from how things are assigned, populated, prioritized, and immediately closed
> Retroactively after trend has been identified
> Tier 2 pings COSC for tickets that were directly assigned to them
When and how to measure when individual analyst is triaging?
This process requires investigation on why limits were reached and share the findings with the team.
What are the next steps when chats/phones go over the limit?
Next steps for these are notes taken on a Review Sheet and discussion with supervisor.
What are the limits for:
> time it took to perform an action (0 tolerance)
> response provided to the customer (score of 1)
The process includes daily spot check in real time for number of tickets that are "WIP.Assigned" or for aging tickets.
What, when, and how the COSC supervisor measures production management?
The purpose is to ensure that there is an equitable distribution of tickets so that not one analyst is overwhelmed.
What is the goal of COSC supervisor of reviewing the number of tickets that are "WIP.Assigned" that are assigned to an analyst?