Subject: Transfer to Level 2 process
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: "Pritish Nandi (LSM)" <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>
Date: Thu, 18 Mar 2021 08:16:24 +0000

Hi Pritish,

Level 2 agents have noticed that many basics are not checked by Level 1 before transferring the case to Level 2. Hence we have updated the Transfer to Level 2 macro with additional fields:

LEVEL 1 TRANSFER TO LEVEL 2

REASON FOR TRANSFER:
Transfer to L2 article is checked: Y/N
User manual checked: Y/N
Knowledge base checked: Y/N
Zendesk old tickets checked: Y/N
Consulted with the team lead: Y/N

Could you please ask the agents to always fill these entries in and follow the troubleshooting guidance attached. Also appoint either AJ or Pravesh as the responsible agent to cover the team lead part during their shift. I will call you after your lunch to discuss the details.

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
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