Lawson Template V.2 July 29, 2011 Case Management Product Training Guide March 29, 2011 Product v...

transcript

Case Management Product Training Guide

March 29, 2011

Product v 4.4

Case Management Features Overview

Case Management Users

Case Management Dashboards (Admin & CSR)

Employee Lookup (Population Directory) Knowledgebase Integration (Emulation)

Call Ticket Configuration Ticket Configuration QuickCases OnBehalfOf Transfers (Escalation) Knowledge Domains Attachments

AskHR & AskHR for Managers

Reports & Analytics

Additional Configuration Options Email Notifications Archiving Survey

Enwisen’s Case Management Overview

Web-based call tracking and case management solution

Configurable call ticket to capture caller and issue information

Dashboard providing CSRs a high-level view of items in the system including caller lookup table, inbox, active tickets and reminders.

Workflow allowing tickets to be escalated to different CSRs

Integrated with Knowledgebase, providing CSRs quick access to consistent and accurate information

Detailed Standard and Custom Reporting Functions

AskHR Employee & Manager Submitted Tickets

Email Notifications

Call Center Users

Employee (User) An employee profile or individual employee who will make calls or

submit tickets to the call center.

CSRs (Customer Service) A representative who addresses and tracks call center tickets.

Customer Service Group (Service Group) A group of CSRs that serve a specific population or specific

function i.e., Payroll or Benefits

CSR Admin A call center worker who has administrative rights. This is

typically the supervisor or Call Center Manager.

Case Management Dashboards

Admin Dashboard Snapshot

Admin Dashboard

Population Directory

First Call Resolution

CSR Dashboard Snapshot

First Call Resolution CSR Dashboard

Population Directory

Dashboard Features

Population Directory Search mechanism to look up an employee record

First Call Resolution Gauge and percentage of calls resolved on first save of a ticket

Telephony Interface Get caller from IVR

Admin Dashboard Graphical overview of the call center’s overall performance. Includes six graphical charts with drilldowns. Admin Dashboard is not customizable.

CSR Dashboard Snapshot of current call system and status for a particular CSR. Includes four standard queues. CSR Dashboard is not customizable.

CSR Dashboard Configuration

Service Group Option Since Service Groups are utilized, then the four quadrants will be:

Service Group Cases Reminders My Open Cases Unassigned Cases

Customization of the dashboard is not supported.

Employee Lookup (Population Directory)

Employee data typically sent nightly to Enwisen via a data feed.

CSRs look up callers via the Population Directory

Possible lookup fields are: First Name Last Name User ID

Table also includes employee data on: Population Number of tickets Employee Notes

Additional fields cannot be added.

Employee Notes

Notes pertaining to an employee may be manually added from the Administrator Console through the EE Notes Editor.

These notes appear on all tickets for EE.

Employees with notes are flagged in Population Directory.

Notes not viewable by employee.

Call Ticket Configuration

Call Ticket Tabs

The following ticket tabs appear for each employee: Open Cases – All currently open tickets/cases New Case – New ticket form, which includes case, events, and

five tabs: Details, Transfer, Reminder, Attachment, & KB Links. All Cases – All open and closed tickets/cases Profile – The employee’s personal, contact and business

information which is sent to Enwisen via data feed. The ten custom fields can be retitled in this screen.

Knowledgebase –ability to view the KB as that CSR, or emulate the actual user (discussed later)

Knowledgebase Emulation

Emulation is integrated with Enwisen’s Knowledgebase, allows a CSR to view and navigate the Knowledgebase in two ways: CSR view of KB based on CSR rights Employee view of the KB based on Employee rights (Emulation)

Does not emulate employee “Elections”

Ticket Configuration (New Case)

Standard Fields (not customizable) Employee Name (automatic) UserID (automatic) Assigned To (automatic) Quickcases (if applicable) Subject (required) Issue (required) Follow Up/Resolution History (automatic)

Quick Cases

Ability to create a new ticket template or copy an existing template.

Ticket is automatically filled with pre-defined fields. Subject, Issue Category, Subcategory, etc.

Quick Ticket templates created by Administrators

Best Practice: Create after implementation, based on common ticket types.

Ticket Configuration – Details Screen

Standard Fields Category (required) Subcategory

each category has its own list of subcategories

Priority (High, Medium, Low) SLA Dates Contact Method

Drop down to indicate how caller contact method (Phone, Email, Fax, AskHR)

Contact Name Contact Relationship

Dropdown used when calls received from an individual “On Behalf Of’ the employee, such as spouse or child.

Send Close Email to EE Show Case to EE Custom Drop Downs

Standard Operating Procedures URL

Ability to link one document or URL to a particular category. Each category allows for one SOP. If not SOP for a given category, the SOP button does not appear.

Places an SOP button on the ticket which links to the document/URL.

SOPs created & assigned by Admin in SOPURL Editor.

SLAs (Service Level Agreements)

Ability to set due dates for tickets.

Two Options: SLAs by Category SLAs by Priority (High, Medium, Low)

Minimum=1 business day & Maximum=7 business days

Can be configured to allow CSRs to edit SLA dates. All can be edited or none can be edited. Does not allow for certain

SLAs to be edited and others not.

Does not allow for combining SLAs for Category and Priority.

Does not set SLAs to the sub-category level.

Ticket Configuration – Transfer Tab

Four standard fields Knowledge Domain Service Reps

List of eligible service reps Service Groups

In lieu of transferring a ticket to a particular CSR, tickets can be transferred to a group of CRSs, such as Payroll.

Send email to CSR

Knowledge Domains

A filter based on specialty or area of expertise.

Used to hide some tickets from non-qualified CSRs. Restricts access to certain tickets for certain CSRs, including originating CSR. Non-KD CSRs would see that there is a ticket, and the owner of the ticket, but cannot see the details of the ticket.

Each Knowledge Domain is tied to a specific list of CSRs.

Knowledge Domains can be associated with Categories.

Required Domain = ‘General’, with all CSRs associated to it.

Example: Sensitive employee relations tickets routed to CSRs who manage garnishment issues.

Best Practices: Only utilize Knowledge Domains for Tier 3 tickets (having gone through Tier 1 CSR & Tier 2

ServiceRep or ServiceGroup escalation). Given the restriction of these tickets, limit the number and use of Knowledge Domains. Keep It Simple – focus on a 95% hit, not the 5%

There are always anomalies to the standard process. Don’t over-focus on accommodating the anomalies. It only complicates the process for your staff, creating a solution that may be less than user friendly.

Service Groups

A Service Group is a group of specific CSRs.

Examples: AskHR Service Group. This is the group of CSRs who would see

the AskHR tickets in their inbox. Payroll Group: Tier 1 tickets can be transferred to this group of

individuals who specialize in Payroll related tickets. Leaves Group: Tickets for CSRs that specialize in Leave Cases

Ticket Configuration - Reminders

Ability for CSRs to set personal reminders to follow up on a ticket.

Includes the following standard fields: Phone Date Note Email – can pre-populate with email

sent in data feed, and can be manually updated. However, updating the email field on this

screen will NOT update the employee profile data.

Additional fields not allowable.

Attachments to Tickets

Option 1 = Attach a file Ability to upload file from local system.

Supports .txt, .eml, .doc, .gif, .jpg, .pdf, or .ppt

File title can be renamed Document can be shown to the

employee

Option 2 = Insert a KB link If Enwisen’s AnswerSource

Knowledgebase is utilized, links to content configured within the KB can be connected to a ticket by either the CSR or by the employee when submitting an AskHR ticket.

AskHREmployee & Manager Submitted Tickets

Employee Submitted Tickets (AskHR)

Ability for employees to log tickets from within Enwisen’s solution.

Employees can view both AskHR and non-AskHR tickets.

AskHR link placed on KnowledgeBase home page.

When clicking AskHR from within KnowledgeBase content, a link to that location is automatically included on the AskHR form.

Employees can attach multiple files per ticket when submitting a ticket.

If KnowledgeBase not purchased, AskHR available if SSO is established.

Category / Subcategory are not required in AskHR Ticket Form.

AskHR ticket form includes configurable instructions for the employee. Typically, this is text, but can include a link.

Once an AskHR ticket is closed, Employee may reopen ticket once for follow-up or clarification.

Employee Submitted Tickets (AskHR)

All AskHR tickets go into Unassigned Cases queue, associated with “General” Knowledge Domain, rather than pre-set category-to-knowledge domain alignment which is part of regular ticket submission. This avoids miss-assignment of tickets based on employee selected categories.

A few things about the Unassigned Cases queue All AskHR tickets go into the one queue (service queue) Client can determine which CSRs have view to the service queue

so tickets are appropriately routed to the appropriate CSRs Best practice is to allow all Tier 1 CSRs to manage Unassigned

Cases queue, resulting in quicker turnaround times. Enwisen does not have a record locking function when working on

tickets. So, if more than one CSR grabs an unassigned ticket, all activities by both CSRs are captured, and the last action stands. – hitting refresh button before selecting new case is recommended.

AskHR Snapshot

List of all tickets for that employee

Provides instructions to Employee

Name, UserID, Case No: pre-populated

New Ticket Form

AskHR for Managers

Ability for managers to log tickets for a direct report from within Enwisen’s solution.

‘AskHR for Managers’ link placed on KnowledgeBase home page.

Includes standard AskHR attachment capabilities Attach links to KnowledgeBase pages within the ticket when submitting a ticket. Attach multiple files when submitting a ticket.

If KnowledgeBase not purchased, AskHR for Managers available if SSO is established.

Managers can view all submitted cases.

Includes Direct Report lookup table.

Includes KnowledgeBase Integration / Emulation.

Population on AskHR for Managers tickets are tied to Manager population, not employee population.

AskHR for Managers Snapshots

New Ticket Form

Lookup table of direct reports

Provides quick access to all submitted cases

KB Integration / Emulation

Reports & Analytics

Following are Enwisen’s standard Reports.

All reports have search, filtering and export capabilities.

Each report can be filtered to determine whether Service Reps or only Service Admins can view the report. However, data within the reports is not filtered to the extent that a particular

CSR only sees the data applicable to that user. Each report returns ALL data for that type of report, and that data can then be manually filtered and exported.

Any changes to a standard report becomes a ‘custom report’.

My Cases Report Unassigned Cases Report

My Service Group Cases Report Archived Cases Report

All Active Cases Report About Cases Report

Reminders Report OnBehalfOf Cases Report

Close Time Report Cases History Report

Date Range Report SLA Date Range Report

Subcategories Report Survey Results

Reports & Analytics Snapshot

Additional Configuration Options

Email Notifications

Access Control

Archiving Tickets

Managing CSR Accounts

Survey

Email Notifications

Enwisen can auto generate emails to both employees and Service Users, provided email addresses are provided in nightly data sent to Enwisen.

Enwisen does not send a report of missing data, such as emails.

Enwisen recommends a client-specific ‘from’ email address be provided, such as HRServiceCenter@client.com.

Six possible email notifications included. Custom email notifications not supported.

Email Notifications

AskHR Ticket Submitted Sent to employee/submitter

AskHR for Managers Ticket Submitted Sent to manager/submitter

Ticket Closed Sent to employee for whom the ticket was closed

Ticket Transferred to CSR Sent to the newly assigned Service Rep

Notification of Transfer ‘to new CSR’ Sent to the employee

Ticket Reopened Sent to the employee

Archiving Tickets

In order to keep system performance at its peak, Enwisen recommends that closed tickets older than a certain period of time be archived.

Allows for ‘de-cluttering’ of current ticket data.

Archived tickets are hidden from: CSRs Employees Standard Reports

CSR Admins have the ability to archive tickets. CSRAdmins must have special Level1 access set by Enwisen. Managed from All Cases Report.

Tickets can be ‘unarchived’ by an administrator at any time.

Automated Archiving

Survey

Satisfaction Survey with Analytics & Report

A new Satisfaction Survey tool can be configured to collect employee feedback regarding their experience with the Service Center. Configurable survey values are ranked to support packaged analytics which visually indicate performance ranges (Green - Good, Yellow - Satisfactory, Red - Poor) across Categories and CSRs. An administrative report for all feedback data is also available with export functionality.

Lawson Template V.2 July 29, 2011 Case Management Product Training Guide March 29, 2011 Product v...

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