Field help (SRESREDET)

Even though the automatic assignment of request mechanisms often provide a satisfactory result, it is sometime necessary to manually intervene in order to carry out the most appropriate assignment.Several tools are available for this:

Assignment to dispatching

If you click Dispatching, the Assignment detail field must either be empty or contain a Site code.

This field defaults to the site code specified on the request header.
In order to select another site, the technician can click on Select site from the Actions icon available in this field.

Allocate to an employee

If you click on Employee, the Assignment detail field must contain the code of a customer support user.

This field is loaded by default based on the skill group entered in the request.
To select a different employee, three tools are available to the technician from the Actions icon in this field:

• Selection of an employee:
  Use this action to select an employee from the list of all customer support users declared in the application.
• Competent employees:
  Use this action to select an employee from all the competent customer support users for the skill group identified in the request.
• Employee statistics:
  Use this menu to display for each technician working at the site identified in the service request header, the number of requests currently being processed.
  You can extend the employee statistics to include another site and also to all the customer support users at all sites.
  Click Select to allocate the request to the technician of your choosing.

Assignment to a queue

If you click Queue, the Assignment detail field must contain the code of a queue.
This field is loaded by default based on the skill group entered in the request.
To select a different queue, three tools are available to the technician from the Actions icon in this field:

• Selection of a queue:
  Use this action to select a queue from the list of all the queues declared in the application.
• Corresponding queues:
  Use this action to select a queue from the list of all queues associated with the skill group identified in the request

Assignment to the commercial service

It can happen that a customer contact the customer support service for reasons that which fall outside of the intervention of this structure.It is often the case that certain customer can call to order new products or to obtain a new quote etc.

In the case where the processing of a call is clearly a commercial issue, click Sales department to redirect the request. A task is then automatically generated for the sales representative in a charge of the customer account.The due date of the task displays the date identified in the Desired resolution date field of the request.This generation takes place at the time of the confirmation of the creation or modification of the request.The technician is warned with the following message:

A task has been generated for the attention of ????.

In this way, the sales representative will be warned instantly of the customer request directly via their normal workbench.
If no sales representative could be identified, the technician is warned by an error message.