Subject: FW: Follow up overdue and going back to the initiated state
From: Brian Sexton <[email-masked]>
To: Team Lead <[email-masked]>
Cc: Robert Cosgrove <[email-masked]>
Date: Tue, 10 Dec 2019 16:40:43 +0000

REMINDER

DATE
10/12/2019

Topic

Follow -up's overdue

DETAILS

 Hi All!

As per our huddle regarding the above topic.

Please make sure that you are actioning your follow up's before the time you have set it for.

There are a lot of agents that are missing their follow up's and thus the case will be pushed back to the initiated state, meaning it will go back to the queue.

Everyday at 15:00 the queue spikes with follow up's that have been overdue and increases the queue by quite a bit.

  *   Check your follow up page every hour so that you do not let any cases go back to the queue.
  *   If you are off the next couple of days, please make sure that you are flagging your follow up's with your TL to reassign to an agent who will be on shift.
  *   If you have any questions, please approach your TL.

Thanks.