Tier 1 | Live Transfer

Tier 1 | Live Transfer

Escalated customers are transferred to Supervisors or Tier 1 teams for resolution. Tier 1 (T1) teams will create a Zoho task when a call is received from Customer Service. 

There are three ways to create a task:
  1. Create a task  inside a Service Request (Case)
    1. linked to a Customer and Case
  2. Create a task  inside the Customer's Account, 
    1. NOT linked to a Service Request (or Case)
  3. RARE: Add a new task manually:
    1. NOT linked to a Customer Account or Case

Create Task in Customer's Service Request | Case

    1. Navigate to the Service Request in Zoho. 
    2. Click the Activity tab.
    3. Hover over the Add (+), and click Task.



    4. Enter the required task info:  
      1. Task Subject:
        Site T1 Username
        Example: Telus T1 schapman 
      2. Task Type :
        T1
      3. Escalations Type:
        Live Transfer
      4. Task Owner :
        1. Click the Task Owner drop-down, and click the Teams tab.
        2. Enter T1 to search for the Tier 1 team.
        3. Hover over the team's name and click the Profile / Agent Icon. 



          1. Enter a few letters of your own name to find your profile.
          2. Click your name to Assign the task to yourself within the T1 Team.




      5. Escalation Reason
      6. Escalation Sub Reason
    5. Click Submit to save the task. 
      The task is saved to your task list but is not completed.
    6. Complete the task.
      1. To reopen the task:
        1. Use the  Activities tab to view your list of assigned tasks.
        2. Open the task under Activity inside the Case.
        3. Use the Kanban Task Board tab.
      2. Mark the task Complete, select 1 Resolution Reason. Remove "None" and click Save.




    Create Task in Customer's Account | No Case

    Find the customer first! Use Contract # or Property Address.
    1. On the Zoho Toolbar , use  Find  to locate a customer by
      Contract # or Property Address. Open the customer record.
    2. Click  Activity  tab.
    3. Click  Add  (+), and click  Task.
    4. Complete the required task fields. 
      1. Task Subject:
        Enter the subject based on your team's current formatting rules.
      2. Task Type :
        T1
      3. Escalations Type:
        Live Transfer
      4. Task Owner :
        1. Click the  Task Owner  drop-down, and click the  Teams  tab.
        2. Enter  T1  to search for the Tier 1 team.
        3. Hover over the team's name and click the  Profile / Agent  Icon. 
          1. Enter a few letters of your own name to find your profile.
          2. Click your name to self-assign.
      5. Escalation Reason
      6. Escalation Sub Reason
    5. Click  Submit  to save the task. 
      The task is saved to your task list but is not completed.
      1. Resolve the task.
      2. To reopen the task, mark the task complete, and add a resolution:
        1. Use  Kanban Task Board , or
        2. Use the  Activities  module.

    Create Task | No Customer Account, Service Request, or Case

    Since there's no customer page or case, create a new task without any link to a customer or case.
    1. On the Zoho Toolbar , hover over Add (+) and click Task .
    2. Complete the required task fields. 
      1. Task Subject:
        Enter the subject based on your team's current formatting rules.
      2. Task Type :
        T1
      3. Escalations Type:
        Live Transfer
      4. Task Owner :
        1. Click the  Task Owner  drop-down, and click the  Teams  tab.
        2. Enter  T1  to search for the Tier 1 team.
        3. Hover over the team's name and click the  Profile / Agent  Icon. 
          1. Enter a few letters of your own name to find your profile.
          2. Click your name to self-assign.
      5. Customer Name
        Enter the name of the caller
      6. Escalation Reason
      7. Escalation Sub Reason
    3. Click  Submit  to save the task. 
      The task is saved to your task list but is not completed.
      1. Resolve the task.
      2. To reopen the task, mark the task complete, and add a resolution:
        1. Use  Kanban Task Board , or
        2. Use the  Activities  module.

    Overview

    Tier 1, 2, and 3 utilize Zoho Desk to resolve escalated calls. Associates will no longer create Live Transfer Exceptions. 
    The following is a high-level workflow outline that explains the typical workflow for a T2 Live Transfer call. 

    1. Agents will no longer create a Live Transfer Exception within ServiceBench. 
    2. Tier 1, 2, and 3 Associates will no longer update the Live Transfer SharePoint Tracker.
      Zoho Desk replaces the tracker. 
    3. ServiceBench is still a critical tool. All Service Job updates will continue
      to occur in ServiceBench, such as Job Notes, Job Comments, etc. Also, job comments
      are copied into ServiceBench from Zoho.
    4. Do not change severity inside Zoho; it must be completed in ServiceBech.
    5. Live escalations will continue as they normally occur today.
    6. All Tier 1 and Tier 2 tasks are assigned to the Associate who takes the call;
      assign to self within your T1 or T2 team.


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