This thing I had already 'thought more' than once. Appearance and 'a matter of course in a system of managing calls, but because' the system for tracking Help Desk I developed myself, for one reason or another, it 's never been implemented (mainly lack of time and / or resources to do so). In general, I decided, for a wide variety of reasons, to develop the application on a Microsoft Windows 2003 Server, IIS, MySQL database and PHP 5. The reasons for this choice will surely be a cause for discussion later:)
The concept of this idea is quite simple: what if we could intercept the calls that come to our internal (technical support) to retrieve them when we go to compile data on a call? Let me explain.
calls are currently handled manually, a user calls, record the call, the category of failure, the user's name and his telephone number. But if the phone number came from the exchange? The key node of this and 'that I know how to do it.
An call technical support. Phone (unfortunately) began to ring. The PBX triggers a SNMP trap to the management system, which at its reception, loads data into the database. The operator answers the phone and clicks on the hyperlink that handles incoming calls. The inclusion of the record automatically generates a call technique, even without additional information. In this way, if all operators are busy, it's still a record of incoming calls.
The operator answers the phone, and the list of incoming calls on Management selects the call that is managing. The ranking, assigns a priority and pass the call being processed in less than 30''(calculated as greetings and pleasantries usual questions about time and health). Meanwhile, you can proceed with the analysis of the problem and possible solution to the same phone, or trace remains of what are the activities to be done (and then follow the normal life cycle of a case of solving the problem). If the operators were all busy answering other calls, or work on a general problem, or were simply in the bathroom, the system continues to collect the phone numbers that can be recalled when the Dealers or return to your desk.
Now, this system can see some advantages and some disadvantages. Starting from the disadvantages, the compilation of the headlights of the form elements may be quite annoying, so it could be resolved with a series of "bookmark" and pre-packaged data to reduce data-entry operations in a few seconds. Personally, from a point of view of both organizational and technical, I only see this as a critical issue. The benefits instead I look huge. We start from the fact that all incoming calls to the helpdesk are recorded. Because this is a management system service calls, do not have the problem of privacy (we consider also that the various Call Center do exactly the same thing in public areas). The system collects the date and exact time of call, with the advantage of having a certain point of departure of the signal (sometimes left the Operator of the HelpDesk, an action that goes far to impact on any SLA and rules of procedure for the solution of problems) . In a geographically distributed environment, collecting and grouping data directly executable on the database can lead to the generation of detailed reports on the capillaries and maintenance costs and administrative efforts to solve problems on the various cost centers, not to mention the fact that data analysis (with appropriate report) can also lead to make forecasts and projections about future problems and needs of a particular location.
Help Desk home made? Definitely continue this practice.
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