Page 10 - Business Requirement Document

Manager assigns the tickets based on how occupied the agents are by observing their
ticket count they are working on. The managers easily find the count of tickets taken up
by agents by the colour tags added by the agents while pulling the ticket from the

shared mailbox.

Once the tickets are in the agents pipeline they analyse the issue faced by the customer
and if required reach out to them directly over call to discuss and provide solution on
call. Post hanging up the call they make a note of the discussion and add all essential

details in the excel which is commonly accessed by the ticketing team including the
managers.

Certainly there are many tickets which are not assigned to the agents to resolve them
and then these tickets are forwarded to the team leads as they have the right to access
the tickets and resolve them respectively. Few of these tickets requires a team leads
approval or intervention are then been forwarded to the respective team leads by agents

where all the past actions taken on the tickets and every detail is provided by the agent
attaching the excel managed by the team on daily basis.

After analysing the complaints the team leads assign the tickets further to the agents
who directly provide resolution to the complaint raised by customer.

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In the current working process, (see Exhibit 1) ABC has 50 agents,10 Team Leads and
managers . Tickets one assigned to any agent has to be taken by them in a TAT of five
hours which has to be governed by the Team Leads.

ROLES RESPONSIBILITY
Agent Will manage the tickets and provide resolution to

customers.
Team Lead Will manage the agents and provide help to all the
agents assigned to them.
Manager Will manage the team leads and decide the roles and

rights for team lead and agents.
Administrator Will add, edit the roles and responsibility

Escalation Workflow:

__________________
Customer Sign-off

Confidential and for internal discussions purposes of Zoho and ABC Corporation Limited
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