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# Questions raised during the Home Office period

During a French Team meeting I felt like the communication between presenter and attendees could only go one way. I'm sure this was not intended like this, but due to the growth of the team, to the training and to the Knowledge Transition, I sensed that we could not afford to waste that precious meeting hour on various topics. This would be more a thing to do with people you spend several hours per day together.
I raised the following questions in hope of consolidating our experience on the job and adopt a coherent behavior.
Some questions are older and are answered already. I think it doesn't hurt to repeat it once more, on a written format.

[TOC]

## :female-teacher: Basics

### OSS Queues

Would be awesome to get a spreadsheet with all the OSS Queues that support which site and in which language.

**Current workaround:**

- check All ITS Incidents Open
- filter the user's *Location*
- filter the *Assigned Group* with `*OS2` or `*OSS`
- group by *Assigned Group*
- search (manually) which site has the most tickets

### Distribution List

We have a Distribution List! In fact, we have many of them. Just try and type `neo` in the *To:* field of Outlook or Skype search.
We could update the information for (TS-EMEA-L1-SD1 SERVICE DESK GMT A1) to contain the Group email address. This way it wouldn't send an email to hundreds people, but to one Distribution List only.
Sorting by Language would be a dream.

### Configuration Item

There are CIs that have the same Name, but different Class. This is not visible if you don't open the Search box. Should we always chose the one that a has Class 'Service Offering'?

### Language scope

Two parameters to pay attention: Language and Location.
We are supporting countries that are within the regions of Europe (except FR), North America and France. No APAC or AEME.
We are allowed to support only with the selected language, or guide the user in English to contact the right Service.

### Closed, Active, Resolved

Resolved Incidents are still Active until they are Closed, after X days.
Resolved Active Incidents can be Re-Opened.
Inactive Incidents need a new Call.

### When to Backlog

How should we use the *TS-EMEA-L1-SD BACKLOG* group? Assign there everything that wasn't resolved in 1 day?

### New Call Process

When to create a New Call?
Create a new ITS Call as soon as

- before the Call --- No, because SLA is started.
- the Ringer is heard (even if the Call is dropped) --- Do we register Calls that we did not manage to pick-up, as Hang-up?
- **during the Call** --- To confirm the user got the INC email notification.
- after the Call --- If there was no time during the Call.

| Call type | Action |
| --- | --- |
| **Incident** | :arrow_right: Transferred to **new INC** |
| Request | :question: |
| **Status Call** | :arrow_right: Transferred to **existing INC** |
| Hang Up | :x: No INC (Hang up without INC? Or Always INC then Resolve as Cancelled) |
| Wrong Number | :x: No INC |
| General Inquiry | :x: No INC. Please provide an example. |

### Assigning tickets In progress on Off-work agents

> It's Friday and you have the early shift that ends at 4 PM.
> At 4:30 PM you just receive a ticket In Progress on your name.
> Clock is ticking.
> On Monday you have the late shift, starting at 12 PM, with a ticket in Progress for 3 days.

When the user is answering the Pending ticket during the night, it goes In Progress but doesn't show up in my queue until a specific time. (1:13 PM?) How to behave for a better SLA?

### Chat Script

Most are really hard to use. Basically, everything except the intro. I don't want the user to think I'm an Artificial Intelligence. And I know how to apologize and thank appropriately.

### Ultimatix Authenticator and Timesheet

Is that idea not dead yet? Is that really the future?
**UxApp:** I really don't want to know what an Indian Chessmaster is doing during COVID-19. And I'm not a Yoga type of guy. There is no way to stop these notifications from inside the App. Oh wait! I'm interested in the Hackathon. But that is restricted. Still receiving the notification though.
**Authenticator:** Provided code is displayed only for the current minute. If you requested your code at 11:24:56, you have 4 seconds to enter it, then request a new one. Request your code at 11:24:02 and it will be valid for 58 seconds. Except if you messed up in Ultimatix, then you need a new code, requestable only after the whole minute has passed.
**Timesheet:** Daily? Why? Am I not getting paid if I don't? What about weekly, or monthly? I'm not getting paid every day. If this is a mandatory application, make a training or a guide for it. And don't implement features if they are not working, like the Copy one.

### User swapped language

Should I continue in English with a user that clearly is speaking the Local Lang? Or should I warn the user that the ticket should be reassigned to English support if the comments are not provided in Local Lang?
How to behave with users having 2 languages set in SNOW? ('I am confortable speaking X') Should we only take in consideration the first one? Or should we stick to the Lang used in the ticket?

### Skype Alternative

Or should I say Citrix alternative? Actually, it is the very specific combination of Skype within Citrix that bothers me quite a lot.
*Citrix* is useful to browse the Intranet and access tools from the Shared Folder (GUEST & GUEST-ADM) but the most used tools are working from outside as well (*Cloud Contact, Service-Now, Office E3*).
*Skype for Business* is lighter and faster than *Microsoft Teams*, but it will be replaced soon and we will face issues that will get an impact on the Availability. I also don't think it is good to have the same channel to be contacted by users or colleagues. These should be different ones. At 9 AM, I always have a scare jump from the Good Morning :sun_with_face: of Gabi (even though it's nice, it has the same sound as a Neo Chat)
Now the deadly combo is to be available on Skype and have a slow Citrix or unstable connection that will make you lose your chat.

### How to process SC Task

SCTASK2494185 assigned to my name, but I can't remember receiving training about SC Task. Also I don't know where to check when one is assigned to me.

## :handshake: Collaboration

### HackMD.io

**HackMD** is a collaborative document-editing in Markdown. Markdown is a simple and easy-to-use markup language you can use to format documents. But the spotlight goes on the collaborative part. Where DropBox, Google Drive, even Personal OneDrive are forbidden on the network due to their File Sharing nature, HackMD is only hosting text documents. This can be used for Quick Guides sharing (e.g. How to log a ticket) or complete together a check list or share some tips and tricks. Please check some features below.

- [My first HackMD note (change me!)](/s/template-Try-it)
- [Meeting Minute](/s/template-Meeting-minute)
- [Book example](/c/book-example)
- [Slide example](/p/slide-example)

**Markdown Guide** if you are interested to write pretty stuff: <https://www.markdownguide.org/>

**HasteBin** alternative of PasteBin for quick notes, clipboard or code sharing: <https://hastebin.com/>

### Shared calendar

Where to find information about shifts? For yourself, or for a colleague?
Might be interesting to know how many agents are covering the line at a certain time or if someone is having a day-off.

### Open time for Outbound

At my previous workplace, we were only allowed to call users in between 10 AM and 4 PM (local time) to avoid disturbing them and a better management with the incoming calls. Is there any similar rule?

### Call Monitoring System (CMS) / Dashboard

Related to Call management comes immediately into my mind that we should always know who is on the line, ready to catch the next call, if there are calls waiting in the queue. I saw these informations are provided by BT, but please make it possible to share this via Internal Link for example. Current workaround is to use the button "Make Call" on BT and search manually all colleagues.
Would also be great to have it for the Neo Chat. Current workaround is to add the Neo ServiceDesk Distribution List to your Contacts in Skype.

### SharePoint, Fresco

Fresco will be replaced by OneDrive and SharePoint soon. Why not take the initiative to already migrate all documents there and start using it. Already copied what was possible from the Network Drive of Budapest. And sharing information with cool presentation is relatively easy too.
Also would be great to have at least one File Sharing platform in the exception list for when documents need to be sent to new joiners (without Ultimatix account yet).

### Teams should work

Office License is an E3, which means that we can connect to Office Web Apps on any device. Teams *should* be available easily from any browser and should be used as main professional communication channel.

### Skype Be right Back instead of settings to auto Inactive/Away

If you are not constantly working on the VDI, you should modify your Skype settings to avoid the Inactive Status. If you don't move the mouse inside the VDI, you'll go Inactive on Skype, which will cause 2 bad situations:

1. Neo Chats in the supported language won't be covered.
2. You are 'resetting' your counter, which means that your colleagues will have to do the work you denied.

To avoid that, go into your Skype Settings and modify Change Status to Inactive/Away after something like 60 minutes.

### Lunch Break on chat

This goes by pair with the CMS, but if we know that someone is missing from the line we will be more careful to secure the incoming calls and not go on break at the same time. The say when you are back, so that other people can take their Lunch/Short Break too.

### Queue Management (individualism vs teamwork)

I have created for myself few SNOW Filters that allow me to see:

- New Calls created from my team
- New Incidents created from my team that are not Assigned yet (or ever/lost)
- Incidents In Progress on my team
- Incidents Pending for more than 2 days (useful for 3 Strikes Rule)
- Incidents Not Resolved (total of In Progress + Pending)

This way I can see when a colleague has a ticket in pending for longer and I can try to help. Or if user just commented back that Incident is resolved, I can just close the ticket instead of an SLA Breach.
See the advantages of the behaviors above and tell me which you'd rather adopt:
**Individualism behavior** where things are shared equaly and everyone has it's own share of work, no less, no more.
**Teamwork behavior** where tickets are always being checked by different agents that are currently available to help reduce the backlog and react much faster than a colleague that just finished his shift.

### When in Meeting, we are not available for Chat

If you are inviting someone on meeting in Outlook, please mind to set the Availability to Free.
If you are invited by someone on meeting in Outlook, please mind to check you Skype Status and think about the Neo Chats.

## :bulb: Tips

### Better SNOW Filters and Dashboards

As said earlier, I have few Filters. Are you interested?
Also worth noting that the *New SNOW Dashboards* doesn't have the interesting feature of Self-Refreshing itself after a period of time. Your Homepage does. Set your Homepage.

### Lexicon

CCNG, PST, OST, GUEST, OSS, CMS, SD, SSD, SSF, CC, SA, SJML, ITS, PFA, KR, BR, BTW, ETC…
I think it's pretty cool to know why some file extensions are called like that.
Also office jargon/slang can be used more effectively with colleagues for a faster communication IYKWIM.
We could store some of them that are specific for us, but I recommend checking the words above with the links below FYI.
<https://www.abbreviations.com>
<https://acronyms.thefreedictionary.com>

### Skype Auto Off-Work

In theory, I think we can set Skype to go in Status "Off-Work" automatically at the end of your shift. Also go Available at the begining. Never late again! Except it's still a work in progress. See below one of my attempt:
Outlook Work Day for better Skype for Business management
(<https://outlook.office.com/calendar/options/calendar/view> > Meeting hours)

### Create a Shortcut

I'm a guy who like scripts. They do repetitive tasks for you, without efforts. I'm not the best at it, I'm currently learning a lot, but if you have any idea, I would enjoy a cooperation. What I learned, is that Windows Shortcut Links can act like a command. And if you queue several commands, you have a script! By the way, when you open your Active Directory with your PAM account, that's a script that you run. And the good news is that I have a better one for you. What about double-clicking that icon and have it open as Admin with typing anything? What login to BT as soon as your computer is logged in? I have more, but I'd like to get your feedback on that.

Here some of my scripts:

- Disable ScreenSaver (use with caution)
- Change your Wallpaper (Covid ads vs Mr.BunBun, you choose :rabbit: )
- Get the list of Installed Programs (and uninstall them, better than Programs and Features)
- Check who you share your VDI machine with (I see you Mr. 25% RAM :eyes: )
- Unlock access to your PU documents (quite useless TBH)
- Count the number of tickets grouped by Country (not Location)
- Active Directory info and compare (e.g. AD Member groups)
- Check your Hostname, IP address, number of times you connected to the VDI machine and leave/read comments (to remember that this damned host has sound issue leading to missed chats)

### VDI Citrix Outlook View

It's a bit different than the one you have on local machine. No biggy, but if that bothers you check that:
Show all folders (View > Folder Pane > Normal)

### O'reilly online ebooks are forbidden by Zscaler

Insert Zscaler rant. Tired of typing about it. My heart is sad. :heart: :cry:
Oh yeah! Just typing a bit more saying that I have a really weird feeling knowing that computers are not set the same. Different Softwares installed, different versions, different policies (I had access to YouTube and I know some had access to WhatsApp), different hardware (hey, I use 5.5 GB RAM currently. How are you doing fellow colleague with 4GB RAM?). I just like computers like living things and that's another heartbreak.

### Daily Routine

Might not be the same as you. Might be more complicated, might be easier.
I might also be tired of writing all this at the moment, but you'll get it. Eventually. I just think that's important to share our workflow.

## :fr: French Specific

### French Shift Handover usefulness

Honestly, there never was anyone who requested to be called in the middle of the night. I never experienced a Priority ticket yet. And I'm not sure how to check wich tickets are SLA Breached. Result: the file is forever empty.
Round 2: Canada! Why do we have to send a separate empty file for Canada too?
And then I sent the links to check the numbers directly with the correct filter. I think that's more reliable than sending an email with potential human errors. But that's just me.

### How to handle France

I got a French guy from France on the phone once. Didn't check the queue/skill on BT. But he was the head of something. He gave me a bunch of ticket numbers that got escalations for France and told me that all of the topics were already discussed during the KT. That was confusing...

I have the answer now: don't touch French stuff, only redirect them to call ComputaCenter. At least until the Cut Over.

### MOM from FR Meetings sent to email

I think I had to make screenshots for the first FR Meeting, but now I see the MoM are sent by email. That's really cool. Especially if I couldn't pay attention whenever I got a Call/Chat and I could re-read it afterwards. Should we save them online too (Fresco/SharePoint)?

### FR Stats as of 20-06-16

| Agent Name | CALL Opened by | INC Opened by | INC Assigned to |
| ----------------- | --------------:| -------------:| ---------------:|
| Dhia Jebabli | 40 | 32 | 21 |
| Ghazoua Jberi | 16 | 14 | 3 |
| Marwa BenAbdallah | 5 | 4 | 3 |
| Micheal Dima | 71 | 65 | 63 |
| Qemal Affagnon | 56 | 32 | 18 |

Something is wrong. I would like to talk about it.

### FR Team Poor Performance Justification

The points above are mainly reflecting issues that happens on every teams. To justificate that FR Team is performing worse I have to show different issues that are not happening in other teams.

- Belgium has an unexpected low volume. Good? Bad! Because we are not receiving calls, we are inexperience. Inexperienced in process, but also ---and mainly--- in our tools.
- Skype is set to go Away after 5 minutes if you are not using VDI. We were receiving maximum 1 call per day to share for 3 colleagues at the time of Belgium. Impossible to stay on the VDI non-stop while also checking email or other related stuff. Later, with the addition of Switzerland and Canada, VDI is used more frequently.
- BT Cloud Contact also suffers from the inexperience as sometimes there is an auto-wrapup, sometimes there is none, and the line is uncovered. Especially from 7-9 AM and 6-9 PM.
- This leads to the fact we are currently 3 agents spread to cover a total of 14 hours, which is longer than other teams. And if someone has a BT issue or Citrix issue at those times, there is no backup.
- Coming back to the low volume to speak about the ratio. If each team is losing the first call in the morning, it usually can be compensated by the incoming calls later on during the day. Not if you receive such low volume. We need to make mistakes to be able to adjust our tools and improve our quality, but it is not possible on this line.
- Lastly, communication is not the same. Most of the FR Team is receiving training and using the channel regarding that. Sometimes I don't want to bother/confuse others about the state of the line. So I rarely communicate when I'm busy or going on Lunch/Break. I guess this is the same for my colleagues since I haven't received any notification of about the line.

I suggest as a solution to allocate some time in a weekly Team Meeting dedicated to handling the line. Checking the settings of the tools and sharing experiences and tips. Promoting communication.

---

> To all, thanks for reading! And hope to see your comments.
> [name=Mika] [time=Wed, Jun 17, 2020 5:22 PM]