Create an incident in WiscIT

Even though you will be transferring the call to Help Desk CPS, you still need to create an incident in WiscIT. The Help Desk CPS team will use that incident to document the customer's issue after you have transferred them. You do not need to collect full handling information, however you should make sure the incident has the following:

• Correct name of caller
• Correct phone number for caller
• Correct service selected
• Any other information the caller may have given you in the description
• A journal note with any steps that you took during the call

1. Let the customer know that they are a contract supported customer.

Let the customer know that you are transferring them to a group of agents who handle Contract Partners and their needs.

Let them know you'd like to briefly gather their issue for the next agent

2. Create the WiscIT Ticket

Make sure to have the following information in your Cherwell case:

• Customer name

• Customer phone number

• Classification set to Transfer to CPS

• Any information the caller may have given you in the description.

Be sure to save the case at this point!

3. Check the CPS queue

1. If there are CPS agents on ready, skip to Begin the Transfer
2. If there are no agents on ready, or its outside of Help Desk CPS business hours, go to step 4

4. Assign the case to CPS

Use the following script when assigning phone cases to CPS:

Unfortunately there are no available Contract Partner Support phone agents available to take your call right now. We will transfer your case to our contract partner support team. You should be contacted within 4 business hours and if you do not hear back within 1 business day, please call 608-265-6900 - the direct Contract Partner Support number.

Make sure to include a callback number in the case for the CPS agent.

Talking Points

Departmental Support: "I see that you are a Contract customer. I will transfer you to our team that provides support for your department. If you need assistance in the future, you can select option 5 when you call the Help Desk to speak with a Departmental Support representative directly." If additional explanation is requested: "Our [business system / departmental] support team is a group of full-time staff who have been trained in [this application / your departmental procedures], and they'll have access to additional [tools / information] that can be used to [resolve the issue / answer your question]."

Begin The Transfer

Let the customer know you are going to put them on hold and transfer them to the next available Contract Partner Support phone agent.

1. While the customer is on a call (not on hold), click the consult button.
   

2. To transfer to Pick 2 (application specific support) select Enterprise Queue or to transfer to Pick 5 select Departmental Support Queue.
   
3. Select the green phone number to initiate the transfer, and the customer will be place on hold.
4. If there are agents available in that queue, you will immediately be connected to an agent. Give the agent the case number and a brief description of the issue.
   
   If there are no available agents, you will hear hold music for longer than 10 seconds. If no agents are available, you should click the Retrieve button and assign the case to the CPS queue for callback using the Assign to CPS one step. Make sure to include a callback number in the WiscIT case as well as notes about the incident.
   
   
5. To transfer a customer, simply click transfer. 
   
6. Once the call has successfully been transferred, you will automatically be put into "Wrap-Up" like when hanging up any other call. As the CPS agent will be taking over the WiscIT case, exit the case (without saving) and prepare for your next call.

Note: In rare cases, you make need to initiate a conference call where 3 or more people need to talk at the same time. In this situation, you can select conference instead of transfer and all 3 parties will be in the same call. If one party leaves, the other parties will remain in the call.

For customers contacting the Help Desk for CPS supported services via email, you may use the Assign to CPS (Contract Partner Support) WiscIT one step by clicking the button on your toolbar.

In the popup that appears, please select the reason why you are assigning the email to the CPS queue. If you select "Other", explain why in the next pop-up that appears.

Once it has been assigned to the CPS Queue, the case should now say Owned By: US - Help Desk CPS. Save the incident and then close it.

When you identify a chat as being supported by CPS, save the case in WiscIT and send the customer the "CPS Supported Customer" or "CPS Supported Service" chat template, letting them know that you are checking to see if an agent is available to assist them.

• Ask if any CPS agents are available by sending a message in the Chat - Contract Partner Support teams channel. Make sure you mention the "CPS" member group in the message; this alerts everyone in the channel. Describe the issue briefly and include the incident number. 

• • If no CPS agents respond after 5 minutes of waiting, send the “CPS busy” chat template which will inform the customer that all Help Desk Contract Partner Support agents are currently assisting other customers, as well as offering to assign their case to the CPS team for follow up and providing the alternate option to call in directly to the CPS queue at 608-265-6900. 

  • The customer can also opt to wait an additional 5 minutes for a CPS agent to become available, but at 10 minutes without a response, you should assign the case to CPS. Collect the customer's preferred contact information and add it to the case, and use the "Assign to CPS" WiscIT one step to transfer the case to the CPS email queue.

  • Lastly, follow up on the message you originally posted in the Chat - Contract Partner Support teams channel and reply with "assigned case to CPS."

• If the Contract Partner Support agent responds, invite the Contract Partner Support agent to the chat using the procedure below:

When a Contract Partner Support member responds to your request, click on the Transfer button in Bomgar.

Click on the agent you want to invite to the chat.

Verify that the Contract Partner Support agent has joined the chat and wait for the agent to communicate with the customer to confirm. Once you have confirmed that the Contract Partner Support agent was added to the chat successfully, you may close the chat window by clicking the end button.

Regardless of what actions you take, be sure to add a journal note with all steps that you took, even if you are able to transfer the chat.

These calls can simply be forwarded to the Help Desk Contract Partner Support Group. For notes added to an existing call, you may need to forward the incident to Help Desk Contract Partner Support again.