Automation in working with trouble tickets for call centers

[motorize]

I work in a very high pace call center – taking customer calls when their business internet is down. There are a lot of tedious pull-down menus in trouble-ticket applications and much repetition as well. I have recorded the “mouse” or “keystrokes” to perform these repetitive operations. This is so much more efficient & error free & Decreases Repetitive Strain Injury.

So, I made my owns "macros" shortcuts by program called Hot-Keyboard
http://www.hot-keyboard.com/hkpro.htm

• When problem types are the same
• Resolution codes are the same
• Dispatching a tech by region is the same
• Providing customer comments are the same

These are all repetitive operations that can be automated. I wish to share this since so many people out there work in call centers feel that the some applications are quite poor so to bridge this gap, hot-keyboard macros really make the job better

I have also made “canned phrases” that are also repetitive & I do not have to worry about spelling errors either. I just have to hit 3 to 4 keys for a whole paragraph to appear.

I have “booked marked” a lot websites within Hot-keyboard menus system, it so much faster than using “favorites” & better organized under a specific job functions. I just hit a few keys & I am able to launch a Dispatch page to a tech, or get status on a problem as well.

I am always adding more & more macros & also I’m able to export my macros daily to a network drive so incase my computer crashes, I will have my “toolbox” of macros safely stored.

Also over time, constantly entering commands on routers and switches can become uncomfortably tedious and Hot-Keyboard macros can be used here as well.


Example1:

From the trouble ticket a Hot-Keyboard Macro copies customer name, ticket number, circuit id into variables. ( via a mouse recording macro)

In the router I type - :sd

macro output = show description | i (company name variable) enter

Example2:
I want to look at an router ATM PVC

The Hot-Keyboard macro prompts for input of the T3, and VPI and VCI

I type in a pop-up windows 1 2 123

Macro Output :
show atm pvc int atm1/0.2) 2/123 (enter)


Example 3:
Bounce a T1 by highlighting the T1 circuit that you need to bounce.
T1 6/0:3 is down As you may know sometimes you just need to kick start a T1 after maintenance. So I just highlight “T1 6/0:3” and a macro sequence will run to enter config mode and enter the T1 controller interface, shut, wait 10 seconds, no shut
Exit config mode, and show T1 controller.

Some others:
:slog = show log – ( with spacebar pressed 40 times)
:sib = show ip int brief
:sr = show run
:sir = show ip route
:sion = show ip ospf neighbors
:sc=show caller | i (username-variable)


I have done this for Cisco, Juniper, Nortel Routers.

The Hot-Keyboard Marcos I used for routers paste and auto-replace macros, extend-replace

I have used Hot-Keyboard with a string of Macros, for quicker entries of multiple router commands for Cisco, Junipers, Nortel and unix systems.

They are “troubleshooting scripts” I highlight a portion like Se1/2/3/2:0 and then through Hot-keyboard "Regular expressions" I can parse the data and output various commands that are relating to that interface, with only 4 keys pressed.

In a daily bases, I would say that I used Hot-Keyboard every 5 minutes. It has automated my Office Space, you could say, & I am lost without it. It’s an easy to use program & I have been using it since 2001 its just saves me a great deal of time by with the ability to automate repetitive tasks in a Call Center environment. Do not hesitate to make a purchase if you have a need for repeating the same PC tasks over & over for it’s worth it in so many ways.

[BrentW]

oh my. web-based trouble tickets :(