Astea Desktop

Duties:

1. Review unassigned queue - determine if ther resolve, place on the map or assign to TAC

2. Open New Tickets

3. peer review - progressive controller and stand alone games

4. Peer review Appearance, lighting, signs.

Training:

• NOde

• Actions Groups

• Activities Types

• Service Agents

• Queues

  • Activity tracking

  • Service orders

  • Order locator

  • Dispatch Console

  • Installed Items

  • Product Center

  • Warehouse

  • Advanced Receiving Notice

  • customer center

  • Incoming Demands

• Filtering

  • What do they mean

  • How to

  • Saving filters

• Open Tickets

  • Assign to the map

  • Open Activities

  • Stop Codes

• Daily Duties

  • Check Queues

  • Phone Script

• Confluence

  • Where to find documentation - how to share links with techs and customers

  • Creat knowledge base if a new issue is identified (process: write, heve it proofed, posted)

• Peer Reviews

  • appearance, lighting, signs - What to look for and where to find it.

  • progressive controller and stand alone games - what to look for and where to find it.