Comment about: Video following the path of a trouble ticket in customer support
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| November 26, 2009 | | From other perspectives as well? | | This animation would also be beneficial to look at from the customer service representative's perspective, with a different color representing a different customer. How many 'cases' is an analyst dealing (juggling) with at any one time? An issue-centered analysis (calls of type A are in green, B is Blue,...) could also help to identify patterns of behavior in the process to resolve that type of issue. | |
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