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Nt1310 Unit 6 Checklist

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General, Purpose, Content
To provide ITHD agents assigned to monitor queues with guidelines to be used when monitoring queues.

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Initial Steps and Overview For Working the Queue
ITHD agents that are scheduled to monitor queues will follow the Avaya Aux Work 4 phone procedures, and they will request an invite to the queue chat from a command center lead or other queue monitors. The queue chat allows peers, leads, and management a central place to communicate critical tickets, outages, call spikes, or other communications.

When a queue monitor begins working a ticket, he/she assumes ownership of that ticket until it is routed to the proper support group outside the ITHD. Queue monitors will not route tickets to other agents unless directed to do so by management. All actions that the queue
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The primary monitor works critical tickets in the queue first and then should work on tickets from the previous day(s). The primary has approval to use Queue break as necessary when scheduled, unless asked by management to assist taking calls. It is the primary monitor's responsibility to notify the backup monitor when they leave for breaks or lunch.

For any escalations that might come up while working the queue, the Command Center should be contacted.

For issues that VDSI agents do not have authorization to work, the ticket needs to be dispatched to Tier 2. These tickets should be worked by domestic agents ONLY.
The VDSI agent will:
•Set the Route Queue = UNSCHD
•Set the Assignee Department = HDSSBLV1 for Wireline tickets or ITSC-2nd-Level for Wireless tickets
•Document the reason why the ticket was dispatch to Tier 2 in the Description Text field

Agents should work tickets in the following order:
•Critical tickets
•All other tickets from oldest to
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