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Help
Desk Dictionary on BlueprintAudits.com > C |
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| call -
A contact from a customer to the help desk via telephone. |
| call
avoidance - The practice
of reducing customer calls or contacts to the help desk. |
| callback -
A call placed by an analyst to the customer to follow-up on an open
issue. |
call
duration - The length of a telephone call
in minutes and seconds. |
| call
logging - The process of
creating or updating a ticket in the problem management system based
upon the details of the issue or request as reported by the customer. |
| call
priority - The order a
call is handled based upon business impact and number of affected customers. |
| call
overflow - The process
of routing calls from a preferred queue to a backup queue to reduce
wait time or abandoned
calls. |
| call
record - A document that
describes the customer issue and all troubleshooting steps in resolution. |
| call
summary - A statement that
concisely describes a customer issue or request. |
| caller
details - Required information
about the customer that must be validated or captured during the call
logging process. |
| call
management system - A technology
that tracks customer calls and provides reporting capabilities. |
| case -
A database record that documents a solution to a customer problem. |
| case-based
reasoning - The process
of utilizing resolved and documented issues or requests to solve the
current customer problem. |
| category -
A classification of issues or requests within the problem management
system. |
| centralized
help desk - An established
single point of contact for all customer-related IT issues and requests. |
| change
management - The process
of controlling, tracking and documenting changes in hardware, software
in an IT organization. |
| change
request - A written
communication that identifies, justifies and plans a change to technologies. |
| chargeback -
The process of calculating the expense of a service or request and
formally charging
that cost back to the requestor. |
| chat -
A typed asynchronous form of communication with a customer, analyst or manager. |
| closed-loop
process - The process
of returning a customer request or issue back to the help desk to ensure
retention of knowledge, customer satisfaction of the resolution or
closure. |
| coaching -
the process of providing feedback by an experienced analyst to another analyst for a particular
issue or problem. |
| computer
telephony integration - Technology that links
information about an incoming call to an computer information system. |
| consolidated
help desk - A single
point of contact that provides all customer-facing support, both technical
and non-technical. |
| contact -
An interaction with a customer through any number of support channels
including email,
phone, chat, video or fax. |
| cost
center - A help desk where
the overall costs to provide the service are considered to be an expense
to the company. |
| cost
per call - An amount that
divides the overall cost of support by the number of calls taken. |
| cost
per contact - The overall
cost of support divided by the total number of contacts via all support
channels including telephone, email, chat, web, video and fax. |
| cross-training -
The practice of teaching analysts new skills not related to their
direct experience
by knowledgeable subject matter experts. |
| customer -
A user who utilized technology and support services. |
| customer
relationship management - The process of maintaining a singular
view of all customer experiences throughout
an organization over the lifetime of the relationship with
the customer. |
| customer
satisfaction measurement - The process of collecting
customer feedback about requests or issues. |
| customer
satisfaction survey - A set of questions designed
to understand a customer's perception of support services. |
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