Advanced Escalations (Escalamientos avanzados)

 

OTRS Feature Advanced Escalations for OTRS Help Desk software and OTRS IT Service Management software

Grupo Destinatario

  • Organizaciones de servicio al cliente con muchos socios o proveedores
  • Proveedores de servicios de TI
  • Centros de llamadas
  • Departamentos o empresas de ventas
  • Agencias de publicidad o comunicación

Beneficios

  • Gestión de escalamientos aún más flexible que se puede adaptar individualmente a clientes o ANS
  • Gestión más precisa de servicio y tiempo al indicarse el tiempo restante de forma detallada

Funcionamiento

Esta función permite gestionar los escalamientos de manera aún más flexible y adaptarlas individualmente al cliente o ANS. Así se pueden ampliar ilimitadamente los tipos de escalamientos definidos en OTRS Free y nombrarlos y definirlos libremente.

Con la nueva opción “Ticket Escalation Type” (Tipo de escalamiento del ticket) se puede definir en el área de administrador en qué momento las escalamientos:

  • comienzan
  • se detienen
  • se interrumpen
  • continúan
  • comienzan de nuevo

Como gatillo se pueden utilizar atributos del ticket como su estado, o eventos como la creación de un ticket o la llegada de una respuesta al ticket. Por ejemplo: Escalamientos comienzan cuando un ticket es creado y se detienen cuando el agente responde al ticket.

 

El cambiar el estado del ticket a “Pending Reminder” provoca la interrupción del escalamiento. Si el estado de ticket es cambiado a “abierto”, continúa la escalamiento. La indicación precisa del tiempo restante permite una gestión aún más óptima de servicio y tiempo.

En la vista de ticket aparece el nuevo elemento de control “Escalation Information” (Información de escalamiento), que muestra en diferentes colores y con valores numéricos si:

  • el tiempo de escalamiento todavía está dentro del marco definido (verde);
  • el tiempo de escalamiento está a punto de agotarse (amarillo);
  • el escalamiento está interrumpida (marrón);
  • el tiempo de escalamiento ha sido alcanzado, es decir el ticket escala (rojo); o
  • el escalamiento está detenido, mejor dicho el ticket fue procesado en el tiempo de escalamiento (la ventanilla ya no es visible).

La nueva opción “Ticket Escalation Type Bundle” (Conjunto de tipos de escalamiento) permite asignar los tipos de escalamiento recién definidos a diferentes clientes y ANS.

Los siguientes escenarios pueden ser mostrados de mejor forma con la función “Advanced Escalation“ (Escalamientos avanzados):

  • Un cliente pide retoques a su solución. Por ende, el tiempo de escalamiento debe ser ajustado.
  • Falta información de parte del cliente para ofrecer una solución. Hay que interrumpir la escalamiento.
  • Y mucho más.

Nota

Esta función es incompatible con la función: “Escalation Suspend” (Suspender escalamiento).

llámenos


América Latina+52 55 1168 9664

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