요청 내용
“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.”
그렇다면Add a ticket-creation step before escalation.Add a customer-satisfaction survey after resolved calls.
이 도면에 담긴 내용
그 이면의 의사결정을 읽어 보세요.
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.