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Help
Desk Dictionary on BlueprintAudits.com > W |
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warm
transfer - The transfer of a customer call from one
level of the support organization to the next, more skilled level
without
hanging up the call with
the customer. |
| white
board - An erasable white board used to share information
throughout the help desk on critical outages and important data. |
world class
To achieve and sustain a high level of efficiency and customer satisfaction
compared to other organizations. |
| workaround - A
temporary fix known to partially or completely restore a service
but not a permanent solution. |
| workflow
management - A system that automates work tasks ensuring
that tasks are accomplished in the proper order by the appropriate
task owner with the ability
to manage, track and report on the overall process. |
| workload - The
total duration of all calls excluding queue time over a given period
of time. |
| workload
analysis - An analysis of volume by time of day and levels
within the support organization in order to determine the number
of required resources
and schedules. |
| wrap
up - The time after a call has been completed with a customer
to complete the transaction by entering in additional information
into a ticket
or performing additional duties. |
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