TLs will reach out through Hangouts to the local team about issues.
TLs / SD will submit tickets for agent issues.
Proposed Facebook support
Agents would use Facebook to notify the team of any issue if they don’t have access to conventional methods of contacting us. ITOPS would then gather the agent’s cell phone information for further troubleshooting.
TLs will reach out to ITOPS through email about issues.
How the team triages requests
Determine if the issue can be solved remotely
Utilization of Dameware
Calling the agent on their cell phone to walk them through the troubleshooting steps.
Setting up a Google Hangouts meeting to troubleshoot with the reporter (if they have access to Hangouts).
If the issue can’t be solved remotely
Have the agent bring the device to the site.
ITOPS will have a device prepped to swap out so the agent doesn’t have to wait through troubleshooting on site.
If site access is not available, ship them a new device.