Working of Call Center. Sanad centers, Investors, Regional Offices, MOCI staff can contact the Support Call Center for their queries and issues

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Channels

Multiple channels available to the public:

Support phone (working hours)

E-mail (24/7)

Social media (Twitter, Facebook)

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Customer Support

There is a FAQ section on the website homepage, covering

most important issues and a section for popular queries that is

being kept updated.

Each of the services are provided with walkthrough tutorial

videos to help users with the usability.

Free ID-card readers are being distributed in front offices to

investors who have not been able to obtain one.

The actual end users and beneficiaries of the services were

involved in the user acceptance testing before the services

were launched.

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Working of Call Center

Sanad centers,

Investors,

Regional

Offices, MOCI

staff can

contact the

Support Call

Center for

their queries

and issues

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Help Desk - Working hours

Call center working hours

The working hours for Support Call Center:

7:00 AM – 5:00 PM Oman local time

During this time, the phone will be answered and issues will be

recorded, handled and resolved.

Outside these hours, issues can be reported to Help Desk via

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Types of Issues Handled

Software bugs

Crystal Reports

Jasper reports

Login module

Database layer access

(queries)

Services

Core modules

Task retrieval

User management module

Metadata management

module

WebSphere MQ

configuration

WebSphere Portal theme

WebSphere Portal

configuration

WebSphere Application

server configuration

HTTP server configuration

Load balancer

configuration

Database configuration

User registry (LDAP) data

Database data

Performance issues

Business logic errors

Information request

Change requests

Deploying code

Changing server

configuration

Adding/removing

hardware/capacity

The purpose of Help Desk is to be a central point of contact regarding all matters which are

related to Managed Operations of OSS (One Stop Shop). The following list covers the areas

handled by Managed Operations of OSS:

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Prioritization of Issues

All issues handled by Help Desk will be entered in issue management /

ticketing system JIRA.

Once the issue has been entered into JIRA, it will enter issue response

guidelines as detailed in Service Level Agreement (SLA). This determines

when the issue reporter can expect a response and how often updates

progress will be provided.

All reported issues will be addressed by Help Desk in order of priority.

Prioritization will be determined initially as indicated by MoCI or according

to SLA.

Prioritization can be changed based on an oral or written request from a

MoCI representative. By manually raising priority of an issue, MoCI

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Prioritization of Issues

JIRA task

priority

Trivial

Minor

Major

Critical

Blocker

Trivial

Minor

Significant

Critical

*

1

*

2

*1 -large number of users affected

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Issue Management Procedure

This is an overview of how issues are resolved. This process is

universal to all types of issues. The processes are:

1.

Diagnosing: starts after recording the issue in JIRA.

2.

Solution: starts after identifying the issue, its causes and the

ways of solving it.

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Stages of ticket in Issue Management

#

JIRA status

Custom label

Action

Next step

1 Awaiting analysis / The ticket was assigned to a developer.

success: Analysis Complete button [step 3]

failure: return to reporter for additional info on how to reproduce the issue [step 2].

2 Awaiting analysis ticket_status:incomplet e

Reporter adds missing information Return ticket back to the developer [step 1].

3 Awaiting implementation

/ Analysis was finished, about to start implementation.

Start Progress button

4 In progress / Issue is being resolved. Resolve issue button

5 Resolved / Developer deploys updated code to Staging

adds label ticket_status:staging, assigns ticket to QA

6 Resolved ticket_status:staging Ticket is being verified by Webmedia QA

success: QA adds label ticket_status:verified_wmassigns ticket to MoCI QA [step 7]

failure: returns ticket to developer [step2]

7 Resolved ticket_status:verified _wm

MoCI QA verifies the resolution in Staging

success: adds label ticket_status:verified_moci, assigns ticket to Webmedia MO team [step 8]

failure:

ticket_status:failed_moci

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Stages of ticket in Issue Management

#

JIRA status

Custom label

Action

Next step

8 Resolved ticket_status:verifi ed_moci

Webmedia MO team deploys updated code to Production environmnent

adds label ticket_status:production, returns ticket to reporter

9 Resolved ticket_status:prod uction

If possible without compromising production data integrity, reporter verifies the issue was resolved in production.

closes the issue

10 Closed / A ticket is closed with one of the following outcomes: • Fixed

• Won’t fix – along with explanation

• Duplicate – along with explanation / reference • Incomplete

• Cannot Reproduce

In case of last two outcomes (Incomplete and Cannot Reproduce), MoCI representative will meet with Webmedia onsite staff to reproduce the issue.

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Definitions

Term

Definition

Help desk

Help desk service as detailed in contract. Part of

Managed Operations for One Stop Shop.

Consists of three levels:

Call center (level 1)

Service desk (level 2)

Support desk (level 3)

Call center

First level of Help Desk (also known as Level 1)

Service desk

Second level of Help Desk (also known as Level 2)

Support desk

Third level of Help Desk (also known as Level 3)

Level 1

First level of Help Desk

Level 2

Second level of Help Desk

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Figure

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References

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