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Created with Fabric.js 1.4.5 Account Managed Updates & Escalations CCMT Gurus BCS Account Manager- email sent to advise case is still under investigation Account ManagersEmail update/escalation response to Account Manager Update required (IR within SLA) Account Manager calls to Guru Fault Investigated IR not raised- updates sent to Account Manager End User to call/email Account Manager - if no exceptional circumstance identified, End User advised to call BCS double click to change this header text! IR raised to CCMT- updates sent to Account Manager Gurus obtain:-Account Manager contact details-Company name-End user preferred contact method Update availableEnd User- Outbound call to advise of latest updateAccount Manager- email sent to advise of latest update CCMT email resolution team requesting update.Then update customer and account manager on update/escalation progress Amdocs cased raised to RAN team- Email sent to inform Account Manager that a network fault has been for one of their customers BCSObtain Account Manager contact detailsFault types raised:-No service issues-Calling issues-Data issues-MMS Issues-SMS Issues-Roaming Issues-Non location specific network faults End User to call/email Account Manager for update/escalationAccount Manager checks that update/escalation is valid.Update criteria:-IR breached SLA= Escalation-IR not breached SLA=Update from GuruEscalation Criteria-Parent case has breached SLA with no update-Further evidence provided on a 'no fault found' case Gurus obtain:-Account Manager contact details-Company name-End user preferred contact method End UsersCall end user to advise of updateEmail account manager to advise client update request Update/Escalation criteria met outside of SLA: Account manager emails CCMT. Guru request for update on IR out of SLA from CCMT Update/escalation criteria met outside of SLA. Account Managers to email CCMT
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