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When a member calls or contacts the credit union, the person receiving the call creates a ticket for the question or issue being reported. The receiver of the call enters all of the necessary information into the ticket and assigns it to the appropriate work queue for resolution.
- Tickets contain information about the issue and will appear in the queue to be worked on or can be searched and displayed to assist in resolving the issue
- Tickets can be assigned and re-assigned as needed to different individuals
- Different status levels can be attached to a ticket to reflect the progress of the issue
- Tickets are closed upon completion
ConvergeICT call tracker tools categorize the call tickets and display them in the ticket history section. The ticket history may help eliminate duplicate tickets being added for the same issue. A Work Queue can be designed to display certain criteria based on the user’s job responsibilities. An “owner” or “assigned to” field can be displayed, based on the information in the work queue. The user can specify the fields to display on the monitor and work queue and there are screen options available to define the defaults of certain fields.
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