Overview

Troubleshooting

  1. Define history and scope 
    1. When did this start? 
      1. Were callbacks processed incorrectly yesterday? 
    2. Any prior tickets? 
    3. Are callbacks for a specific BP or all callbacks? 
  2. Data Collection and Troubleshooting 
    1. Define the situation 
      1. What is supposed to happen compared to what is currently happening? 
    2. Obtain examples 
      1. Callback number 
      2. Callback time 
      3. What happened? 
    3. If callbacks are being processed too early/too late 
      1. Have the client check the Callback Timing tab in XCS Supervisor for the affected BP to verify the Callback Schedule 
        1. Pay attention to time zones (Those are NOT based on the number but are inherited from BP) 
    4. If callbacks are not being processed 
      1. Note the time and date window where callbacks were not processed 
      2. If all agents are on the phone, callbacks are not processed 
  3. Escalation to Support Center 
    1. Note the history and scope 
    2. Note affected BP 
    3. Note any call examples 
    4. Note any additional tests/information 

Summary (optional)