Table Of Content
Introduction
The audit tasks and definitions outlined are designed to uphold the efficiency and quality of our ticket handling processes. Through the analysis of key performance metrics and compliance standards, our objective is to pinpoint areas for enhancement and promote positive behaviors within the team.
Object
The purpose of these audit tasks is to conduct a systematic review and improve our ticket management practices. This will ensure prompt responses, efficient resolutions, and compliance with security and communication standards.
Goal
The objective is to uphold exceptional levels of customer service, enhance overall ticket resolution times, and adhere to security protocols. Through the identification and rectification of any deficiencies in our procedures, we aim to boost team efficiency and elevate customer contentment.
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 |