The Training Opportunity checkbox (bottom, left within a ticket) allows TLs/Managers to identify and track training/coaching needs. With this, reports can be run to determine which agents need coaching/training on cases mishandled. The goal is to increase and maximize agent training by providing targeted (topic specific) training. This box can be used for any type of training opportunity needed (e.g. a ticket triaged incorrectly, incorrect answer given to user, etc.)
How to use Training Opportunities
The first step is to indicate an opportunity for training by following the instructions below:
- Click the Training Opportunity box in the left column of the ZD ticket and enter the agent’s name in the field below
- In an internal note, clarify how the case was mishandled and what the correct process is
- Send ticket back to original agent to handle correctly or triage to the team that should have received the case initially (i.e. reassign to CE instead of Payment Risk)
Weekly Training Opportunity reports will be generated and distributed to CS Managers and Team Leads.
Leads are responsible for reviewing the reports to:
- train agents when needed
- troubleshooting rootcause of mishandling (i.e. agent error, no information available for agents, etc.)
- recognizing trends
- requesting formal training if a need is identified