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| Topic: |
Business
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| Number of pages / Number of words: |
3 / 604 |
Essay's paper body
Problem severity according to its effect on customer network.
c. Resolution time
d. Problem description after investigations and Resolution steps
2. Deploy a triage system to have each call handled by a junior support engineer and make the initial investigations in the case and then escalate the non-resolved cases to a senior Engineer
3...
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Construct a flow chart for the triage handling procedures. Below is a suggested one:
4. They should calculate the average resolution time & and average call rate and set the acceptable waiting time and apply the queuing theory to determine the number of support Engineers needed.
5. They should also use the sales volume and trend to forecast the number of calls...
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