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Case Management Product Training Guide
March 29, 2011
Product v 4.4
Copyright © 2010 Enwisen, Inc. All rights reserved.
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
Copyright © 2012 Enwisen, Inc. All rights reserved.
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
Copyright © 2010 Enwisen, Inc. All rights reserved.
Admin Dashboard Snapshot
Admin Dashboard
Population Directory
First Call Resolution
CSR Dashboard Snapshot
Copyright © 2012 Enwisen, Inc. All rights reserved.
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.
Copyright © 2012 Enwisen, Inc. All rights reserved.
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.
Copyright © 2012 Enwisen, Inc. All rights reserved.
Call Ticket Configuration
Copyright © 2010 Enwisen, Inc. All rights reserved.
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)
Copyright © 2012 Enwisen, Inc. All rights reserved.
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.
Copyright © 2012 Enwisen, Inc. All rights reserved.
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.
Copyright © 2012 Enwisen, Inc. All rights reserved.
AskHREmployee & Manager Submitted Tickets
Copyright © 2010 Enwisen, Inc. All rights reserved.
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
Copyright © 2010 Enwisen, Inc. All rights reserved.
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
Copyright © 2012 Enwisen, Inc. All rights reserved.
Additional Configuration Options
Email Notifications
Access Control
Archiving Tickets
Managing CSR Accounts
Survey
Copyright © 2010 Enwisen, Inc. All rights reserved.
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 [email protected].
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.