F4Y Questions

is the home screen in Agent Workspace. It provides a comprehensive overview of requests based on status, feedback, announcements and much more.

• List View

• Chat

• Request Form View

• Service Expert Cockpit

Answer explanation

Service Expert Cockpit

It provides request’s overall information including activity logs. This is where the service expert performs needed actions to progress a request.

• Service Expert Cockpit

• List View

• Request Form View

• Chat

Assigned requests that are out of SLA but still not resolved

• SLA at Risk

• SLA Breached

• Reopened Requests

• Escalated Requests

The first contact point for customer interaction

• 3rd Party

• Global Support Team Lead

• Agent

• Tier 3

External parties not working in the request management tool or colleagues who are not the requestor themselves for a specific request. 

• Agent

• Tier 1 

• 3rd Party

• Global Support Team Lead

A ticket status to park requests without any customer effect. 

• Assigned

• Waiting User Info

• Waiting 3rd Party

• Pending Target Date

When ticket is set to "Waiting User info" reactivation date is pre-set in

• 15 business Days

• 10 Business Days

• 7 Business Days

• 3 business Days

This is a ticket status were resolution has been provided to the customer

• Resolved

• Reopen

• Closed

• Completed

provides a summary of requests that are SLA at risk, Breached, Escalated and Reopened

• My Team Requests 

• Overview

• My Requests 

• My High Priority Requests 

A major section that provides a summary of requests routed to the team are still Unassigned to a service expert, Opened Today, and Breached

• My High Priority Requests

• My Team Requests

• My Requests

• My Tasks