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Call Categorization

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by m.l.

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I am currently looking into re-designing my Call Categorization Process that is used each time a representative logs a call or problem. I have already identified the reports I would like to obtain from the Call Categorization, however, I am still having a problem logically devising a proper call categorization structure that is easy to understand. Does anyone have any suggestions for an appropriate layout of a call classification? Also, do you know of any valuable websites that assist IT Managers who are struggling through this process? Any help would be greatly appreciated.

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by dave.james

We use a combination of Priority (subjective, from Low to Urgent), and Impact (Affects Customers, Affects Multiple Users, Cannot Do Job, Can Work Around). This two-tiered approach allows us to allocate resources effectively, and also allows us to escalate issues properly. We allow the user to indicate the impact, leaving Help Desk and IT personnel to determine the priority.

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