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LiveOps - Case Submission Requirements and Best Practices

Issue

LiveOps

 

Environment

LiveOps

 

Resolution

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 Information: 

  • Contact Name
  • Phone number
  • Email Address
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