Sharp Updated SOP
| Scenerio | Sub Scenerio | Action by L1 agent | Actiob by L2 agent |
ASP assigned | Booking date Passed | Appointment date passed, L1 agent will convert this to L2 | L2 agent will fill the JD form and park for 4 hoursIf still pro didn't visit L2 team will raise it On slack and tag the POC |
| Booking date not passed | L1 agent will follow up till booking time and at the same time will raise workflow on slack and tag Himanshu and park for booking time | Booking time passed, no one visited convert ticket to L2 | |
| Same day of Booking date | Follow up till booking time and rasie workflow on slack tag Himanshu and park for booking time | If pro didn't visit and is aligned to visit we will ask for 24 hours of time from cx and park, if cx is not aligned we will convert the ticket to L2 and park for 4 hours | |
| Irate cx/ asking for return | Convert to L2 team, l2 team will fill the JD form and park for 4 hours and tag Sundram | ||
No ASP Assigned | Booking time Passed | L1 agent will convert the ticket to L2 team | L2 agent will fill the JD form and park for 4 hours |
| Booking time not passed | Agent will rasie a workflow on slack and tag Himanshu and follow up till booking time , if there is no update post 4 hours, agent will convert the ticket to L2 team | L2 agent will fill the JD form and park for 4 hours | |
| Same day of Booking time | Agent will raise a workflow and tag Himanshu and park for booking time, if no one is assign post booking time agent will convert the ticket to L2 and if pro has been assigned agent will ask for time from cx and try to deliver it with 24 hours otherwise convert to L2 | L2 agent will fill the JD form and park for 4 hours | |
| Irate cx | L1 agent will convert it to L2 | L2 agent will fill the JD form and park for 4 hours | |
| No Call ID Generated | Installation | L1 agent will raise a workflow and tag himanshu and park for 2 hours, if there is no update post 2 hours convert to L2 | L2 agent will fill the JD form and park for 4 hours |
| Revisit/SME visit Required | In all revisit or SME visit cases. Agent will have to create a revisit/SME visit from dashboard and create a follow up for the next 4 hours(No JD form has to be filled in these cases). After 4 hours agent will check the update in JD V2 sheet under Master D0 section. If JD is aligned as per the JD V2 sheet under Master D0 section. L1 agent will take follow up. Ticket will not be converted to L2. If JD is not aligned then the agent will raise the issue on slack and tag Sundram and create a follow up for the next 4 hours. After 4 hours agent will again check if the JD is aligned as per the JD V2 sheet under Master D0 section. If JD is still not aligned after raising on slack. Then the ticket will be converted to L2 team and JD is aligned L1 agent will take a follow up. Note: Ticket will only be converted to L2, only post 48 hours where JD is aligned. Note: For installation booking- Sharp professional will only be doing the installation and revisit/SME visit will be done by JD only. | https://docs.google.com/spreadsheets/d/1WpxG9apgRTHsqLXILgEahbXdd3hqqAtdNWnFhJTcXKQ/edit?resourcekey=&gid=680387171#gid=680387171 | |
Spare (need to be converted to L2) | Sharp visited, spare required | Fill form and share TAT of 4 hours | https://docs.google.com/forms/d/1CeTPcC5dXoH8I3CDz7OEePsX_VPAhGN4Wk1W9lQFVMs/edit |
| JD visited spare required | Fill form and share TAT of 4 hours | https://docs.google.com/forms/d/1CeTPcC5dXoH8I3CDz7OEePsX_VPAhGN4Wk1W9lQFVMs/edit | |
| CX self repair, spare required | Fill form and share TAT of 4 hours | https://docs.google.com/forms/d/1CeTPcC5dXoH8I3CDz7OEePsX_VPAhGN4Wk1W9lQFVMs/edit | |
| Note: Tickets with UC in prefix will be handled by L1 agents only | |||