Tier 1 Live Transfer Task Creation

Tier 1 Live Transfer Task Creation

Tier 1 (T1) Agents will create a Zoho Task when a Customer Service Agent is transferring an escalated call to them. It is imperative to create the task AFTER each call to get the reason behind the escalation in order to pinpoint process improvements for customer experience and technical/business advancements.

Create a Live Transfer Task

When a customer is calling in on a specific Service Request, the agent will create the task on that Service Request within the Case.
Warning
Enter your Live Transfer Task at the END of the customer interaction.
  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 the Plus icon, then select Task.
  4. Complete the required task fields:
    1. Subject
      1. <Site> T1 <Username>
      2. Example: Telus T1 jgilliland
    2. Status
      1. Leave in Not Started
    3. Task Type
      1. T1
    4. Escalation Type
      1. Live Transfer
    5. Task Owner
      1. Agents name will automatically populate however, it needs to be assigned under the T1 Team
      2. Click dropdown, then click Teams
      3. Enter T1
      4. Hover over T1 selection and click the Agent icon
      5. Select your name to self-assign
    6. Resolution Reason
      1. Select appropriate resolution
      2. Remove None
    7. Escalation Reason
      1. Select appropriate reason
    8. Escalation Sub Reason
      1. Select appropriate reason
    9. Service Job ID
      1. Enter Service Job Number
  5. Click Submit. The task will auto complete and be saved to your task list.
  6. Go back to Activities to verify complete status.

Create Task in Customer's Account | No Case

When a customer is calling in but there is no case associated with the call, the agent will create the task in the Customer Account. 
  1. On the Zoho Toolbar, use Find to locate customer by Contract Number or Property Address. Select the Customer Record to open.
  2. Click Activities within the Customer Account.
  3. Hover over Add Activity, then select Task.
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  4. Complete the required task fields following steps 4-6 for creating a T1 Task with the following exception:
    1. There will not be a Service Job ID, instead enter the Contract Number in the Contract Number field.
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Create Task | No Customer Account, Service Request, or Case

When a call is received but the caller does not have a Cinch Warranty or the call disconnects/nobody on the line, the agent will create a task without any link to a customer or case.

Ghost Calls, Call Disconnects

  1. On the Zoho Toolbar, click the dropdown arrow next to the Plus Sign, then select Task.
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  2. Complete the required task fields following steps 4-6 for creating a T1 Task with the following exception:
  3. Escalation Reason
    1. Call Disconnected
  4. Escalation Sub Reason
    1. Dead Air

Customer Does Not Have Cinch Product

  1. On the Zoho Toolbar, click the dropdown arrow next to the Plus Sign, then select Task.
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  2. Complete the required task fields following steps 4-6 for creating a T1 Task with the following exception:
  3. Description
    1. Customer does not have a Cinch Product
  4. Escalation Reason
    1. Call Misrouted
  5. Escalation Sub Reason
    1. Transferred to another Cinch Department
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