Topic by Chrisanna Prescott
Content
I’ve been challenged to come up with a sustainable way to track the reasons why customers update their incident. This would be done by the agent, not by the customer. Ideally the agent would select a reason from a menu.
Example Reasons: Agent didn’t answer all questions, Agent provided inaccurate information, Customer not happy with resolution, etc.
We know why customers contact us by the category they select, but we want to understand why FCR was not achieved. Was the issue complex and we needed further information, was it agent error, was it corporate policy the customer is unhappy about, etc.
We want to track each instance and the reason behind it.
Example Scenario:
Incident 160409-001286
Updated on 4/8/2016 10:00am
Reason for update: Additional information was requested
Updated on 4/8/2016 11:00am
Reason for update: Agent did not answer all questions/concerns
Updated on 4/8/2016 12:pm
Reason for update: Customer not happy with resolution
Can anyone provide feedback on how best to accomplish this? We are currently on Feb 2015, but will be upgrading to Feb 2016 by end of April.
I’m thinking custom objects/custom menu, but have not worked in that area of the product much.
If anyone has any success stories about doing something similar, I would love to hear them.
Regards,
Chrisanna