As promised, our continuous improvement efforts have led to enhancements to the Customer Access Portal (CAP). Not only is the portal the destination for case details such as descriptions, attachments and comments, but it also now indicates where an open Software Support case is in the queue!
The Pos in Queue and Est Bus Days to Start fields now provide customers with relevant feedback that offers insight into where a case is currently positioned as well as an estimation of when work will commence. Using an algorithm created to evaluate many factors used to determine where each case resides in the queue, CAP now has the ability to provide customers with a time frame for work to begin, eliminating the need to call Support for this information.
The factors used to provide the estimate constantly change. Cases are resolved, new cases are received and case urgency is re-assessed. These are just a few factors that may affect a case’s position in the queue. Therefore, the ranking is a snapshot in time and will vary. However, it serves as a convenient resource for a status update.
Tips:
- The Est Bus Days to Start field only accounts for the time it takes to start working the case and DOES NOT include the actual time it takes to define a solution.
- The queue number is a countdown to agent assignment (The lower the number is, the closer the case is to assignment).
If the Pos in Queue is:
- A number, this indicates the position the case is currently located in the queue.
- Updating, it means that the case is being evaluated and ranked.
- Assigned, it means that the case is not in the queue. Rather, it has been assigned to a Support Agent or another department.
Sign into the Customer Access Portal to review the newly added features. Continue tracking the case through the portal as it proceeds to the front of the queue.
Should you have any questions, please contact ESC Support at 865.688.7900 x3.
Posted
Apr 13 2009, 11:09 AM
by
Michelle Smith