The Effective use of Quick Calls
In a world where everything is go, go, go, service and support staff need to capitalize on every opportunity to find more and more time every day. Daily repetitive tasks, frequently occurring projects and annual events contribute to the necessary evils that maintain IT service quality. However, these are often considered as having a high administrative cost.
To ensure support technicians are not bogged down in monotonous tasks that fail to stimulate their interest, or add any perceived value to customer service, LiveTime has expanded Quick Calls. This feature has evolved from a simple ‘request – solution’ template, to include workflow, team impact assignment and group templates.
As with previous versions of LiveTime, solutions can still be defined for a Quick Call by selecting the Closed-Resolved state of a workflow. This State selection displays the Solution tab and allows the user to assign a resolution from the Solution Knowledge Base. LiveTime Service Manager also allows Users to create Quick Call templates for Problem and Change Requests.
Ensuring technicians do not waste time on simple data entry, repetitive tasks that occur on a daily, weekly, monthly or annual basis are easily managed by using the “Schedule” option within Quick Calls. This option ensures tasks are auto-created by the system with pre-configured team or even technician assignment.
Quick Call Groups
In the case where support organizations include project-type events and consistency of service is mandatory, the Group Templates facility can be used. This facility saves time on data entry and ensures that support technicians expectations are clear, in relation to the project as a whole.
Supervisors create a group of Quick Calls, (Service Manager allows the tasks to be created across all Processes), and when the Group Template is instantiated in the system, the User decides when and how the separate tasks are created. For example, in some cases not all Requests are required for a project so tasks can be omitted (see Tips and Tricks). Also, at the point of creation, the User may create all the requests at once, or set the tasks to be created in sequence, (i.e., when task one is moved to a Closed state, task two is created).