Create an account
describes the steps in handling telephone contacts between end user & support agents
1. Receive incident
2. Prescreen incident
3. Authenticate user
4. Log incident
5. Screen incident
6. Prioritize incident
7. Assign to agent
8. Track incident
9. Escalate incident
10. Resolve problem
11. Close incident
12. Archive incident
12 steps in Incident Management
Receive incident (1)
establish relationship, greeting/intro paragraph, confirm org. & agent name - all may be automated
step in which staff member asks a series of questions 2 see if incident is a request 4 info, a question, or a problem (categorize)
Close incident (11)
ending, thank 4 calling, get other forms of contact, & possible additional log entries
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