Creating Zoho Call Back Tasks

Creating Zoho Call Back Tasks

Call Back Exceptions/Tasks are created when a customer is requesting to speak to someone higher up, however there is nobody available to take the call at that time. The agent will then create a Call Back Exception in ServiceBench or a Call Back Task in Zoho depending on their role. 

Warning
The agent MUST get permission before creating a Call Back and it MUST be notated in the job who gave that approval.

Customer Service Agent

Once approval is given, Customer Service Agent’s will create the Call Back Exception in ServiceBench. When a Call Back Exception is created within ServiceBench, a task will automatically be created in Zoho and assigned to individual call back teams based on their User ID and the Exception Type. For example, if a Telus Customer Service agent creates a Call Back Exception, Zoho will create the task and it will route to the Telus Call Back Queue for Telus T1 Agents to work.

Tier 1 Agents

Tier 1 Agents should ONLY create call backs if the call meets the requirements to transfer to T2, however it is after hours and T2 is closed. In these situations, the T1 Agent will create a Call Back Task in Zoho so that it can be assigned to the correct team to be worked. 
Alert
T1 Agents should NOT create the Call Back Exception in ServiceBench as this will cause it to just route back to their own Call Back Queue.
  1. On the Zoho Toolbar, use the Search Icon and enter the Service Job Number. Select the Service Request to open.
  2. Click Activity within the Service Request.
  3. Hover over either Plus Icon, then select Task.

  4. Complete the following task fields:
    1. Subject
      1. Enter: T1 Call Back - <Service Job Number>
    2. Status
      1. Leave in Not Started
    3. Escalation Type
      1. Call Back
    4. Task Owner
      1. Click the dropdown, then click Teams
      2. Enter: Cinch
      3. Select Cinch Call Back
        1. DO NOT click the Agent Icon, we want to assign to just the team, not a specific agent.

    5. Description
      1. Enter: After Hours Call - <T2 transfer guidelines reason>
        1. Example 1: After Hours Call – Customer request to speak to someone higher
        2. Example 2: After Hours Call - BBB
    6. Escalation Reason
      1. Select appropriate reason
    7. Escalation Sub Reason
      1. Select appropriate reason
    8. Service Job ID
      1. Enter the SJ Number



  5. Click Submit.

Tier 2 Agents

In some cases, a customer may want to escalate higher than a T2 Agent. When this happens, the agent must reach out to a Supervisor/Lead to get permission to create a Call Back. Once the approval is given, the agent will create a Call back Task in Zoho so that it can be assigned to the correct team to be worked.
Alert
T2 Agents should NOT create the Call Back Exception in ServiceBench as this may route to the incorrect team and cause delays.
  1. On the Zoho Toolbar, use the Search Icon and enter the Service Job Number. Select the Service Request to open.
  2. Click Activity with the Service Request.
  3. Hover over either Plus Icon, then select Task.

  4. Complete the following task fields:
    1. Subject
      1. Enter: T2 Call Back - <Service Job Number>
    2. Status
      1. Leave in Not Started
    3. Escalation Type
      1. Call Back
    4. Task Owner
      1. Click the dropdown, then click Teams
      2. Enter: Cinch
      3. Select Cinch Call Back
        1. DO NOT click the Agent Icon, we want to assign to just the team, not a specific agent.

    5. Description
      1. Enter who gave approval to create task
        1. Example: Approval given by Chrystal Smith
    6. Escalation Reason
      1. Select appropriate reason
    7. Escalation Sub Reason
      1. Select appropriate reason
    8. Service Job ID
      1. Enter the SJ Number



  5. Click Submit.

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