The request
“Create a technical support call triage flowchart: receive an incoming call, check whether it is a known issue, provide the knowledge-base solution when it is, and check whether that resolved the issue. End resolved calls; escalate unknown or unresolved calls to Tier 2, then end the call.”
Then tryAdd a ticket-creation step before escalation.Add a customer-satisfaction survey after resolved calls.
What is in this drawing
Read the decisions behind it.
01
Is the issue known?
02
Is the issue resolved after providing solution?
Use for training customer service agents on call triage, designing IVR systems, or documenting support workflows.
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