Overview

Troubleshooting

  1. Define history and scope 
    1. When did this start? Were the agents able to answer calls yesterday? 
    2. Any prior tickets? 
    3. Are agents unable to answer all calls? Some calls? One or two calls? 
    4. Is this true for all business processes or just one or two specifically? 
  2. Data Collection and Troubleshooting 
    1. Define the situation 
      1. A call is offered to an agent, the agent picks it up, what happens? 
      2. Does a call not get offered to the agent at all? 
  3. Note which business processes 
    1. In XCS Supervisor, are there any calls in the Current Interactions tab? 
    2. What happens when a caller calls into the business process? 
      1. Does the call play a message? 
      2. Does the call drop? 
      3. Does the call get offered to an agent? 
    3. What are the phone numbers of the business processes so we can test them? 
      1. Ask the customer, might know 
  4. Note which Agents 
    1. Are the agent’s endpoints registering in OCOM? 
    2. Can the agent’s endpoints be reached independently of XCS? 
      1. Can you make a direct call to the agent’s endpoint? 
      2. Can the agent make a call out using their endpoint to a cellphone? 
    3. Are the agents skilled correctly? 
      1. Skills can be viewed in the XCS Supervisor 
      2. Compare the skills of an agent receiving calls with that of an agent that is not receiving calls 
    4. Are the agents part of the correct business process? 
      1. Add the agent to the correct business process 
  5. Escalation to Support Center 
    1. Note the history and scope 
    2. Note which business processes 
    3. Note which agents 
    4. Note the troubleshooting steps done and the results of each step 
    5. Note and describe the call flow 
    6. A caller calls in, they hear a greeting that says X, and then the caller is transferred to a queue 
    7. Note any call examples 
    8. XCS Agent logs are not necessary 

Summary (optional)