Adding New Contact Agent
The Contact Centre Manager Account would need to submit a change request via iTop for new agents.
| 1 | Manager/TL submit Change Request via iTop |
| 2 | "Normal Change" |
| 3 | Select Organisation "BPO" Provider |
| 4 | Title "Agent Registration (DD/MM/YYYY)" |
| 5 | In description: Request date Live Date |
| 6 | Caller select "requester' |
| 7 | Create Workorder |
| 8 | Select Team "Support Management" |
| 9 | Agent leave blank. |
| 10 | Description on Work Order, Agent information required: Full Name: Floor Name: Email Address (BPO): Username: Permission Level: Agent/TL/Team Manager Project/Client: If any |
| 11 | Live date as start date/end date. |
| 12 | Apply to save change request |
| 13 | Validate the original change request |
BeED Support Management Processes.
| BeED Support Management | |
| 1 | Customer Support Manager to Plan change request |
| 2 | Assign the workorder to relevent team member |
| 3 |
Create the agent with details described and select correct access level
|
| 4 | Complete workorder |
| 5 | Update the logs for requester to be informed. |
| 6 | Implement and Finish Change Request |
All updates via private logs. Audit trail visible to all involved (BeED and Contact Centre Manager)
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