Roles
This test case may be executed by:
- Capital Planners
- Finance
- Project Executive
Purpose
Use Contact Center to document an inbound customer interaction, identify the caller and problem location, classify the issue, and create a linked service request for operational follow-up.
Before you begin
Confirm that you have access to Contact Center and permission to create service requests.
Know the caller or requester, the person for whom service is being requested, and the location of the issue.
Have a concise description of the problem and enough information to select the correct request classification.
Log the Inbound Interaction
Step 1: Open Contact Center and identify the interaction
1. Open Contact Center: https://frs-qa.usgov.tririga.com/ > Requests > Contact Center
2. Select Location Centric when the location is the primary starting point, or Person Centric when the caller is the primary starting point.
3. Set Communication Type to Phone.
4. Set Direction to Inbound.
5. Select the Requested Location when the interaction is location-centric.
Contact Center fields used to identify an inbound phone interaction and its requested location.
Step 2: Identify the requester and requested-for person
1. Select the Requested By person who initiated the contact.
2. Select the Requested For person who needs the service.
3. Confirm that the related contact or location information populates on the right side of the page.
4. Verify that the Agent Name and Start Time reflect the current interaction.
Step 3: Classify and describe the problem
1. In the Problem section, select the applicable Request Classification.
2. Confirm that the corresponding Service Class is correct.
3. Enter a clear Problem Description that tells the service team what is wrong and where the issue is occurring.
4. Review the Priority and SLA dates generated for the selected classification.
The requester, problem classification, service class, and problem description are recorded on the interaction.
Create the Service Request
Step 1: Start the linked request
1. In the Requests section, select Service.
2. On the Service Request form, select Me or Someone Else as appropriate.
3. Confirm the Requested For and Requested By information.
The Service Request form carries forward the requester and location context from Contact Center.
Step 2: Confirm the request location and classification
1. Confirm or select the Building, Floor, and Room where service is needed.
2. Confirm the applicable Organization.
3. In Request Classifications, select the service that best matches the reported problem.
4. Confirm that Describe Your Request contains an accurate summary of the issue.
Available request classifications are selected from the Service Request form.
Step 3: Submit and verify the request
1. Review the request information for completeness and accuracy.
2. Select Submit.
3. Confirm that the system assigns a Request ID and changes the request Status to Issued.
4. Verify the Requested For, Requested By, location, Service Requested, and request description.
5. Return to Contact Center and confirm that the linked request is available from the interaction record.
The issued service request displays the request ID, requester information, location, classification, and description.
Expected result
The inbound interaction contains the correct caller, requested-for person, location, classification, and description. A linked service request is issued with a unique Request ID and is available for operational processing.
Common mistakes to avoid
Selecting Outbound instead of Inbound for a customer-initiated call.
Confusing Requested By with Requested For.
Using a general classification when a more specific request class is available.
Submitting the request without confirming the building, floor, room, or organization.
Entering a problem description that does not explain the issue or affected location.