CASE SUBMISSION REQUIREMENTS/BEST PRACTICES
Steps before case submission.
Before opening a case in LiveOps Portal, please verify the customer issue. Make Sure to include: customer name, call centre, and detailed description of the issue and troubleshooting steps taken before forwarding the case to LiveOps.
A detailed description would include:
- Impact/agents effected
- Incident start time
- Campaign and Call Flow Names
- Agent Names
- TFNs and DIDs
- Data and agents (session IDs, debug IDs, screenshots.)
- Data from reports when applicable.
- Contact Name
- Phone number
- Email Address