FIELD FORCE HELP DESK (FFHD)

Transcription

1 FIELD FORCE HELP DESK (FFHD) Version P a g e

2 Version No Created By Created On Verified By Verified On Description Draft Mr. Jayendrasinh Gohil 29/08/ Mr. Jayendrasinh Gohil P a g e

3 Index 1. Purpose Abbreviations/Terms Roles and Responsibility Alerts [ Notification] Icons Field Force Help Desk Portal... 6 A. Login... 6 B. Field Force [FF] Log Call... 7 Go to -Transactions +Call Pane => Log Call Call Details... 8 C. Department POC Call Details Call Assign Reply or Feed Back D. Admin [BHDA] Log Call View Query Detail Forward query to department Call Escalation Call Completion View Call History Call Details Report E. Supper Admin [BHDA] F. Logout Technical Assistance P a g e

4 1. Purpose Field Force Queries resolution is an important and time consuming activity as it involves identification of exact requirement, routing it to concern department and co-ordinate up to end point where Field Force gets satisfactory and legitimate response. Current modus being operated through to handle Queries of Field Force is not capable to handle scale in ever changing dynamic situation, seeking an efficient mechanism equipped with automated process to enable all stakeholders perform their role neatly and cleanly. 2. Abbreviations/Terms FF Field Force BHDA Branded Help-Desk Admin DPOC Department Point of Contact ERD Expected Response Date, Completion Date by which DPOC should finish the work. ID Implementation Detail (refer solution approach for developers only) Query = Call, Request etc. Service Cycle Inception of Request to Closure of Call PTF = Predefined Time Frame Time By which department has to respond for specific Subject, commonly known as SLA (Service Level Agreement) Subject = i.e., HR Query could be for PF, Leave, Employment Letter etc 3. Roles and Responsibility 4 P a g e

5 4. Alerts [ Notification] 5. Icons a. * Mandatory Fields. b. Search c. Reload d. Export to Excel e. Call Assign f. Reply or Feed Back g. Call Escalation h. Call Completion i. Call History 5 P a g e

6 6. Field Force Help Desk Portal A. Login Open in Google Chrome Use Employee ID and Password 6 P a g e

7 B. Field Force [FF] 1. Log Call Go to -Transactions +Call Pane => Log Call 7 P a g e

8 Login user Employee ID is display. Descriptions of query, Max 150 char support. Query related attachment, Only.pdf,.xls,.xlsx,.doc and.docx file format supported with maximum 2 MB size. 2. Call Details Go to => Transactions => Call Details 8 P a g e

9 Call Number Description Log Date Status Call is not assign to respective department then FF should be editing this call. Time-Line Description / Remarks Contact Details C. Department POC 1. Call Details Go to Transactions => Department Panel 9 P a g e

10 Call Number Employee ID-[Call For] Employee Name-[Call For] Log Date Description Employee ID-[Who Assign this Call] Employee Name-[Who Assign this Call] Assign Date Call Status 10 P a g e

11 2. Call Assign On Action column of Call List click on specific Call Number s [Call Assign Buttons]. Enter relevant detail and assign query to concern department point of contact person. Name of Department. Name of relevant contact person. Relevant query type based on department. Remarks, Max 150 char support. Related attachment, Only.pdf,.xls,.xlsx,.doc and.docx file format supported with maximum 2 MB size. Contact details. Call History. 11 P a g e

12 3. Reply or Feed Back On Action column of Call List click on specific Call Number s [Reply or Feed Back Buttons]. Enter relevant detail and reply or feedback query to assign person. Reply Feed Back Time Line Respective Person Contact Details D. Admin [BHDA] 1. Log Call Go to Transactions => Log Call 12 P a g e

13 Admin should search and select Employee. Descriptions of query, Max 150 char support. Query related attachment, Only.pdf,.xls,.xlsx,.doc and.docx file format supported with maximum 2 MB size. 2. View Query Detail Go to Transactions -> Admin Panel 13 P a g e

14 Number of New Calls. Number of Assign Calls. Call Number. Employee ID. Name of Employee. Log on-[date]. Description. Status. 3. Forward query to department Follow the Step 2 View Query Details On Action column of Call List click on specific Call Number s [Call Assign Buttons]. Enter relevant detail and assign query to concern department point of contact person. 14 P a g e

15 Name of Department. Name of relevant contact person. Relevant query type based on department. Remarks, Max 150 char support. Related attachment, Only.pdf,.xls,.xlsx,.doc and.docx file format supported with maximum 2 MB size. Contact details. Call History. 4. Call Escalation Follow the Step 2 View Query Details On Action column click on respective Call Numbers Call Escalation Buttons. 15 P a g e

16 Escalate Cancel 5. Call Completion Follow the Step 2 View Query Details On Action column click on respective Call Numbers Call Completion Buttons. 16 P a g e

17 Remarks, Max 150 char support. Related attachment, Only.pdf,.xls,.xlsx,.doc and.docx file format supported with maximum 2 MB size. Click for Call Completion Click for reset the form. Click for close the popup. 6. View Call History For view respective call history, follow the Step 2 View Query Details On Action column click on respective Call Numbers Call History Buttons. 17 P a g e

18 Time-Line Contact Person Name-[Employee ID] Description / Remarks Contact Details Attachment download 7. Call Details Report This Report contains detail information about call like, Query type, who log the call?, Call log person department, Assign person details and its Status between two dates. Go to Reports => Call Details Report From Date Report To Date Call Number 18 P a g e

19 Employee ID [Call For] Employee Name [Call For] Cluster Name-[Call For Employee] Division Name-[Call For Employee] Query Type Description Employee ID [Call Assign To] Employee Name [Call Assign To] Employee ID [Call Assign By] Employee Name [Call Assign By] Call Assign On-[Call Date] Call Status E. Supper Admin [BHDA] 1. Add New Users Go to Masters => Add New User 19 P a g e

20 2. Activate / Deactivate Users Go to Masters => Application Users Click for Active / Inactive Action Assign Person Employee ID 20 P a g e

21 Assign Person Name HOD Employee ID HOD Employee Name Name of Department Status When click on action check box of respective users, conformation dialog box is open. Submit Yes button for transaction and No for cancel. 3. Query Type Go to Maters => Query Type 21 P a g e

22 Department Parent Query Type For View Sub Query Type Add Main Query Type Query Type Add Query Type 22 P a g e

23 4. Call Report This is a Query type wise Statistic reports for, contains number of Assigned, Replied, Feed Back and Completed count. Go to Reports => Call Report 23 P a g e

24 Report From Date Report To Date Query Type Description Number of Assign Call Number of Replied Call Number of Feed Back Call Number of Completed Call F. Logout Click on Logout Menu to logout from portal. 24 P a g e

25 7. Technical Assistance For any Technical need, please log a call in IMS, under FFHD service line P a g e