The following support template gathers all relevant information required to enable SecureCo to adequately diagnose issues
The below questions are a guide only, please include any details that relate to your request
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Customer Company Name |
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IMPACT: Describe the business impact associated with these symptoms. |
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How many Agents are affected? |
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Percentage of agents affected overall (e.g. 10 out of 100) |
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Is the issue still occurring? |
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How frequently is it occurring? |
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Are you able to complete payment transactions? |
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Are you still able to make or receive phone calls? |
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SITUATION: Describe the context, including: |
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When did the issue start? |
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What is happening when attempting to use the service? |
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Is this for both inbound & outbound calls, are calls going via IVR affected? |
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Have there been any recent changes or additions to your systems? |
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SYMPTOMS: Describe the unexpected behaviour: |
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Is there a specific error being generated? |
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How many Agents or Desktops are exhibiting the same problem? Is it site-specific? |
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Can you reproduce the problem? If so, what are the reproduction steps? |
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TROUBLESHOOTING: Describe the troubleshooting steps already taken: |
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Have you checked the telephony? |
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Are you experiencing network issues elsewhere? |
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Have you checked the local workstation for any issues? |
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CALL SPECIFIC DETAILS – Required for all call-related issues |
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Time of call (hh:mm:ss) |
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Duration of call (approx.) |
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If the issue is point-in-time specific, at what point during the call did the issue present itself? (approx.) |
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The direction of call (Inbound or Outbound) |
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Affected phone number (including area code) |
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Phone number of customer (including area code) – if available |
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Was the call in “Secure Mode”? |
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