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Table of Content
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Introduction
The following audit tasks and definitions outlined are established designed to ensure uphold the efficiency and quality of our ticket handling processes. By analyzing Through the analysis of key performance metrics and compliance standards, we aim to identify our objective is to pinpoint areas for improvement enhancement and reinforce promote positive behaviors within the team.
Object
The object purpose of these audit tasks is to systematically conduct a systematic review and enhance improve our ticket management practices, ensuring timely . This will ensure prompt responses, effective efficient resolutions, and adherence to compliance with security and communication standards.
Goal
The goal objective is to maintain high standards uphold exceptional levels of customer service, improve enhance overall ticket resolution times, and ensure compliance with adhere to security protocols. By identifying and addressing gaps Through the identification and rectification of any deficiencies in our processesprocedures, we strive aim to enhance boost team performance efficiency and elevate customer satisfactioncontentment.
Audit Tasks | Definitions
First Reply Time:
Analyze tickets with a first reply time exceeding one hour.
Full Resolution Time:
Analyze tickets with a full resolution time exceeding eight hours.
Compliance Audit:
Randomly review public comments from each agent to ensure responses meet security compliance and appropriate verbiage standards. Highlight tickets where these criteria are not met.
Bad Satisfaction Tickets:
Investigate tickets with poor ratings to identify root causes. Discuss findings with the team to address and resolve gaps.
Good Satisfaction Tickets:
Highlight positive feedback within the team to promote and encourage good practices.
Example:
Ticket ID | Ticket Description | Client Name | Type of Audit | Audit Date | Actions | Comments | |
1 | #460 | ASD-90 Required the original push script from Adeptia to D365 for attached customer invoice payload | AJG | High-Full Resolution time | 6/25/2021 | Meeting Required | |
2 | #472 | Deployment analysis of OR to D365 transaction for production | AJG | High-Full Resolution time | 6/25/2021 | Meeting Required | |
3 | #586 | EDIOutboundProcessor error in the AJG stage environment | AJG | High-Full Resolution time | 6/25/2021 | Meeting Required | |
4 | #741 | ASD- 100 - Analysis of AJG Production FTP Event and Event registries | AJG | High-Full Resolution time | 6/25/2021 | Meeting Required | |
5 | #761 | Analysis of PRONTO Refund Payment Payload Concern | AJG | Compliance Audit | 6/25/2021 | Meeting Required | Using Camel case |
6 | #796 | RE: ESB - 3210 | AJG | High-Full Resolution time | 6/25/2021 | Meeting Required | |
7 | #805 | ESB-3218 Change Implementation in Customer Invoice Mapping for Account Type Customer | AJG | High-Full Resolution time | 6/25/2021 | Meeting Required |