Overdue closure
A request is not closed by its deadline.
To the service manager and dispatcher
Service requests and incidents
Organize service visits to customers, monitor request closing deadlines and repeat incidents.
SOLUTION SUMMARYFor telecom contractors
The automated incident system supports configured outcomes for participants: a fine, warning or dismissal. It monitors suspicious actions and staff misconduct.
PRACTICAL TASKS
Deviations in work should be noticeable
Repeat outages
Repeated outages within a defined period.
Control of write-offs
Attempts to repeatedly write off inventory.
Sales control
Sales agents re-registering sold requests under another person.
IS PORTAL INTERFACE
Incident control rules
Open the image,
to see the details.
FROM PLAN TO EXECUTION
What the workflow looks like
01
Define events and control rules.
02
Track triggered incidents during operations.
03
Check the history of the relevant request.
04
Make a decision based on the results of the inspection.
Service requests and incidents
Important to know
before the start
01What events can be monitored through the incident system?
The system monitors overdue request closures, repeat outages within a defined period, attempts to write off the same inventory twice, and sales agents re-registering sold requests under another person.
02How can the cause of a repeat outage be analyzed?
View related requests, execution history, and reports. Recurrence control helps identify cases for inspection; the reason is established by the responsible team.
03What solutions can be configured for incident participants?
The automated incident system supports configured outcomes for participants: a fine, warning or dismissal.