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system issue
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System issue process
other scenarios
Amazon GMA / RTA
What is a system issue
A system issue is a malfunction in CSC (client APP OR OUR CONNECTIVITY LOCAL NETWORK) that negatively affects production services that requires the necessary intervention of our system administrators to resolve
When we have to report a system issue?
When we have to report a system issue?
At any time that you observe something out the usual in CSC since it could help us to identify root cause and avoid a greater impact. Your main point of communication always is going to be your supervisor, however if she/he is not on site you can report your issue with any TLs/TMs/OMs or RTA
Here 3 facts that could help you to explain your issue:
#1
Report your issue immediately but please clarify the type of issue text
#2
Be clear and use simple words related to your issue
#3
Have as much possible back up using your (PrtScn/SysRq) KEY
What do we need from Operations team
WHAT DO WE NEED FROM OPS TEAM
1. Keep calm
2. LOB and channel impacted
3. Start time of the issue
4. Number of agents impacted
5. Clear description of the issue
6. When applicable contact ID´s
7. End time of the issue
HERE A RE SOME COMMON SCENARIOS
#1
Double Call
#2
AGENTS ON DEFAULT STATUS
#3
Agents stuck on a call
MORE CSC SCENARIOS
1. Performance portal
2. Training center
3. Knowledge center
4. Password issues (agent login)
5. Issue manager display issues
6. Audio issues (handy devices like headsets, Case entry point)
7. Desktop display settings
8. Keyboard, mouse or monitor not working properly.
9. Concessions texas error or others