Overview

Troubleshooting

  1. Define history and scope 
    1. When did this start? Was the agent able to answer calls yesterday? 
    2. Any prior tickets? 
    3. Is the agent unable to answer all calls? Some calls? One or two calls? 
  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. If unable to answer all calls 
    1. Check that the agent is logged into XCS or have the agent sign out and sign back in 
    2. Check agent’s endpoint is set up correctly 
      1. Is the endpoint registering? 
    3. Are direct calls to the agent’s endpoint successful? 
      1. For example, if an endpoint is a Polycom desk phone, can the desk phone receive and make calls? 
  4. If unable to answer some calls 
    1. In addition to checking all the above 
    2. Obtain a call example of a good call and a bad call 
  5. If the call does not get offered to the agent at all 
    1. Is the agent assigned to the correct business processes? 
    2. Does the agent have the correct skills to receive calls? 
    3. Ask the customer for a different agent that has the same role as the affected agent, compare the two sets of skills and BP assignments 
  6. Before escalation to the Support Center 
    1. Obtain call examples for further review 
    2. Obtain XCS Agent logs
  7. Escalation to Support Center 
    1. Note the history and scope 
    2. Note any call examples 
    3. Attach XCS Agent logs 
      1. Note: Be sure to collect agent logs on the same day as the call example. Or be sure to change the log period to include the date of the call example 
    4. Note any testing done and the results of the tests 

Summary (optional)