Customers sending in questions and waiting for a reply are at different stages from technicians handling the problem. A total timer doesn’t account for delays, and may keep teams focused on opening tickets quickly.

Difficulties in actual use

Record the time of first response, processing and waiting for customer replenishment respectively, and specify the conditions and reasons for suspension; timeout prompts are sent to the actual person in charge and provide context.

How to arrange functions and responsibilities

For example, if a fault screenshot is missing, the system will wait for supplementation, but the system will still retain the original submission time; processing will be resumed after the customer supplements the materials, and the work order cannot be re-created to hide the wait.

Scenario example

Check whether holidays, transfers and reopenings are timed according to the established caliber; the report indicates the statistical range to avoid directly treating the shutdown time as the time when the problem is actually solved.

Check the processing results item by item

  • Timing rules can be calculated based on the service scope and work calendar, but the page must indicate which time is included.
  • While the customer is waiting for external processing, the work order is not really resolved, and pausing the timer cannot show the status as completed.
  • After being transferred across teams, the original submission time and total waiting time are still retained, and the processing segments of each team can be recorded separately.
  • Reminder to bring a summary of the problem and the current cause of the blockage to let the person in charge know what needs to be done.
  • The administrator should leave a reason when modifying the time or status, and is not allowed to cover the timeout by re-opening an order.
  • When analyzing response data, factors such as work order complexity, submission time, and lack of materials are combined to avoid simply ranking by minutes and causing employees to only send replies without information.

Verification and continuous maintenance

Provide clearly required information and continue processing entrance when waiting for customer supplement. After the customer sends the supplementary content, the current person in charge is automatically prompted to avoid that although the timer of the work order is resumed, no one knows that it can be processed further.