Overview

The Analyst persona is at the frontline of call management, responsible for creating, handling, and resolving call records. Analysts ensure that user interactions are recorded accurately and managed in accordance with the organization's service standards.

Call Record Creation and Management:

• Create Call Records

  • Analysts can create new call records upon receiving user inquiries, incidents, or service requests. During creation, they categorize the call based on the configured call types, assign the appropriate closure codes, and note the medium through which the call was received.
    

• Manage Call Records

  • Analysts are tasked with updating call records throughout their lifecycle. This includes adding notes, modifying statuses, assigning to other team members if necessary, and ensuring the calls are resolved.