Sweethawk Introduction

What is Update Latency?

• Amount of time taken by customer to reply
• Amount of time taken by agent between each updates
• Amount of time taken by agent to reply customer at the first time
• Amount of updates from Agent

Below are the changes that will applies on Update Latency Implementation, except

• Update is according to Update Latency SLA
• Update need to include progress of resolution
• Agent need to update reactively
• Update should be both reactive and proactive
• Update should be general

Support should be the one that attending Sweethawk notification

• True
• False

How are the timers can start/restart if we're handling customer via Slack?

• When we put internal note
• When we put public reply
• When customer reply
• When we assign TSev

If we put ticket with TSev 1 as on-hold at 2 PM, when will we receive notification for Update Latency?

• 3:00 PM

• 2:50 PM

• 2:20 PM

• 2:30 PM

TSev 4 tickets have 24 hours Update Latency period

• True
• False

What is the meaning of below picture?

• Update Latency SLA already breach for 1 hour

• Update Latency SLA will breach in 1 hour

• Notification will be received in 1 hour

• Timer has ended

• Notification already received 1 hour ago

What is the correct step for restarting timer with Sweethawk?

• Customer send message > Timer reset > Agent need to reply
• Notification received > Agent give update via Public reply/Internal note > Timer start/reset
• Notification received > reset timer > agent reply customer
• customer send message > timer start > agent reply

When you're trying to update customer, turned out product team is still investigating the issue of customer. What would be the correct next steps for you to do?

• Ask ETA to product team
• Reply customer saying we're still investigating
• Put internal note only to monitor product team resolution
• Follow up to related product team
• Reply customer only if resolution already available

There's ticket created at 11.30 AM that was assigned as TSev 2. Agent then escalate and put ticket as on-hold at 11.40 AM after self-assessment. When should we escalate the ticket to CS managers?

• Right after escalation at 11.40 AM
• At 12.30 AM
• After TL validate the ticket
• At 3.40 PM
• At 3.30 PM