Escalation Manager Workflow Instructions

Modified on Mon, 20 Nov 2023 at 07:52 PM

Overview

Become a proactive Escalation Manager by putting AI to work for you.  SupportLogic surfaces and highlights cases that have risk factors based on Natural Language Processing (NLP)  and Machine Learning (ML) and surfaces cases that it predicts will escalate, before they do!

Scope

This article is intended those that are trying to avoid active escalations.


Time Commitment

The workflows are intended to be performed approximately twice a day and should take no more than 10 minutes each.  It is recommended to perform the workflow at the beginning of your shift and then again in the middle of your shift though you can do it more as needed.


To see a short walk-through of this workflow watch the video below:


Key Product Areas

The prescribed workflow is performed on the Console and Escalations pages of the SupportLogic UI.


Prerequisites

Escalation Managers should have previously configured global filters in the SupportLogic UI so that they only see the escalated cases that are relevant to them.


Console Page Workflow

The console is a command and control center that surfaces cases to you in real-time based on NLP and ML. 

  1. Navigate to the console by selecting it from the navigation bar on the left.

  2. Select your relevant global filter so that you see only the cases that are important to you and/or fall under your purview.

  3. Set your date range appropriately based on your needs

    1. Last 7 days - do this at the start of your week, so you see any cases that surfaced during the weekend or were not addressed the prior week.

    2. Since Yesterday - do this at the start of your day to see any relevant cases that came in since the end of your prior workday.

    3. Today - do this throughout your day to see anything new that has surfaced during your shift.

  4. You can start your workflow on  the tiles in any order

  5. Select the Negative Sentiment Tiles on the top navigation bar - 

    1. The cases shown will be those with negative sentiment detected during the selected time frame

    2. Set the signals filter to show signals detected on inbound comments only

    3. Group the sentiments by any number of options though I recommend using

      1. Signal Type

      2. Elapsed Time

      3. Sentiment Score

  6. Look at the first case in the list 

    1. Note the type of  signal detected on the case tile and the comment associated with it as well as the assigned engineer

    2. Click on the case tile to open the detailed support hub view

    3. Examine the case and read through it if needed

    4. You can click the signal on the sound bites bar to automatically scroll to that location in the case

    5. You have the following options:

      1. Add an internal case note to communicate directly on the case with all relevant internal stakeholders

      2. Highlight text in any comment and select annotate, then  @mention a user to send a personalized message to the case owner or an SME to get them swarming on the case.  This sends a notification to slack with a link to the case. Allowing the @mentioned individual to open the case directly in the UI even if they are unlicensed.

      3. Share the case directly with the case owner or an SME via the share option in the top right of the view and include a personalized note.  Same notification type as in the annotation function.

      4. Click the Open Case in CRM link in the top right corner of the case view to open it up in your CRM and perform any additionally needed workflows there.

    6. Make sure to hover your mouse over the signals and select the Acknowledge option.  This lets SupportLogic, as well as other users know that you have taken some action on this case and avoids duplicative work being performed.

    7. If you have the plug-in installed, you also have the option to reassign the case or update the values in any custom fields that are visible in the SupportLogic UI.

  7. Repeat step 5 for all cases with Negative Sentiment detected.

  8. Follow the same process for all cases surfaced under the Needs Attention Tile.


Escalations Page Workflow

Escalation workflows are intended to streamline quickly reviewing cases that are active Escalations.  Escalation workflows may be performed in 2 distinct sections of the SupportLogic UI, but I recommend using the Escalations page rather than the console.

  1. Navigate to the Escalations page by selecting it from the navigation bar on the left.

  2. Select your relevant global filter so that you see only the cases that are important to you and/or fall under your purview.

  3. The Escalations page will show all escalated cases currently open regardless of age.

  4. Minimize the first two columns as that contains cases that are not currently escalated

  5. Focus on the third column, which shows active escalations

  6. The case tile displays a variety of information, including

    1. Case Number

    2. Priority

    3. Risk factors

    4. Sentiment and Attention Scores

    5. Case age

    6. Case Owner

    7. Timestamp of the last comment and whether it was inbound or outbound

  7. Look at the first case in the list 

    1. Click on the case tile to open the detailed support hub view

    2. Examine the case and read through it if needed

    3. You can review any NLP signals that were detected on the case on the sound bites bar and click the signal to automatically scroll to that location in the case

    4. You have the following options:

      1. Add an internal case note to communicate directly on the case with all relevant internal stakeholders

      2. Highlight text in any comment and select annotate, then  @mention a user to send a personalized message to the case owner or an SME to get them swarming on the case.  This sends a notification to slack with a link to the case. Allowing the @mentioned individual to open the case directly in the UI even if they are unlicensed.

      3. Share the case directly with the case owner or an SME via the share option in the top right of the view and include a personalized note.  Same notification type as in the annotation function.

      4. Click the Open Case in CRM link in the top right corner of the case view to open it up in your CRM and perform any additionally needed workflows there.

    5. If you have the plug-in installed, you also have the option to reassign the case or update the values in any custom fields that are visible in the SupportLogic UI.

  8.  Congratulations, you have successfully completed the recommended workflows for an Escalation Manager in the UI.


Conclusion

The SupportLogic workflows are intended to be quick and efficient.  Performing them a minimum of twice a day provides you with the ability to prioritize cases that may be at risk.  Leverage SupportLogic to be proactive as opposed to reactive.  This allows you to drive improved outcomes for your customers.  


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