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Call Center

Tim Abernathy
edited 12/09/19 in Archived 2016 Posts

My new challenge is building a service dispatch system within Smarthsheet. I have wanted to do this for a very long time. I am attempting to get alot of information into the sheet and would welcome any help. Im looking to make it like an airport type screen. I am trying to get:

 

 

      • Schedule

        • Ticket # (CSR#) & Details

        • Location of FSR/NZ Resources

        • Date/Calendar

        • Hours Worked per week

        • Leave approved / T.O.

           


1.        Smartsheet- inputs needed:

o   Schedule

·        Ticket # (CSR#) & Details

·        Location of FSR/NZ Resources

·        Date/Calendar

·        Hours Worked per week

·        Leave approved / T.O.

o   Skills Matrix

·        Core Skills (Training Matrix)

·        Technical Skills

·        Administration (paperwork)

§  Completion expectation 1 to 5

Soft Skills

·        Customer Service

·        Presentation

·        Maturity

o   FSR Flags

·        List of All FSR's

·        List of all Customer sites

 

 

 

 

 

·        E-mail

o   CSC group e-mail

Individual Ques

Completed folder Ques

 

·        Ceetime

o   Generate Tickets (Issues) for incoming service calls

o   Track request for demand (labor)

 

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