CASESTUDY

We are working on a case which has been raised by the customer. The case was registered through salesforce portal. Case Description Subject: Calls received in the middle of conferencing. Description: Nick attempted to transfer a call to Garrett via conference. Garrett received an inbound call at this time and picked this up instead. The call hit the open queue and queued for 7 min before dropping off. originating session ID #1163245853! session "# while queued #1163246327

$s soon as we get a case we have to perform some actions which are mentioned below% &dit the case 'et the service level of the case to Gold. 'et the status from new to open. $ssign yourself as the case owner.

Now we start our investigation related to the problem. (irst of all we have to understand what the real problem is. )ence we have to understand the description of the case. "f we still can*t understand the problem we can get in touch with that customer through call or mail. +ur basic requirement is to understand the problem so that we start our investigation in the right way. The first thing we require in any case is the session id or the interaction id of the call. Now beginning our investigation firstly we will check in the call details of Nick. (or this we opened the call center portal and impersonated as an &ventbrite agent. There we saw all the calls of the agent. Then we searched for the reports of call details for that particular day. We can see all the calls which arrived for that day. We can see the details of the call which we are searching for.

,y opening the specific call detail we can see the call log of that person.

We can see that the call arrived to Nick at -.%-/%01 on 2nd 3anuary!2.-1. Nick attempted to transfer the call to Garret at -.%20%./. $s soon as Nick transferred the call to Garret the call gets disconnected from Nick*s end and the call goes to the queue of Garret. ,ut Garret was already busy with a call so the call gets in queue. When the customer transfers a call then we get he course name as 'xfer'. The problem faced was that Garrett never received the call and the call stayed in the queue. $s we saw the call detail! Nick successfully transferred the call to Garrett. Now we will go into user details to check whether the call was received by Garrett or not. We searched for Garrett and clicked into his activity.

We found this when we clicked the activity of Garrett%

We can clearly see that Nick transferred the call at -.%20%./ but Garrett was busy with a call at that time. 'o the call transferred by Nick went into the queue of Garrett. $s soon Garrett would have finished that call! the transferred call would have reached Garrett. ,ut Garrett puts his status as *(+44+W567* after disconnecting the call. )ence the call was still in the queue of Garrett as he was not ready to take the call. $fter some time user hung up the call.

Conclusion: Whenever a call is ended and the person has put his status as Follow Up then he will not be able to receive any calls until he gets his status to online. Garrett did the same he put his status to Follow Up just after he ended his call so the call which was transferred by Nick stayed in the queue. ence we told them this was the reason because of which Garrett didn!t receive that call.