How can I register phone-calls of Call-Center Agents in JSM?

[Karsten Junker]

Is there a way that a call center-agent can document it´s phone-call with a customer in some kind of comment to a service-request-ticket, so that it can be easily identified later on. Additionally it would be interesting to query/analyse total-call-times which were registered in such actions.

Is there maybe a Plugin that someone recommends for this?

[Joshua Sneed Contegix]

Hi Karsten,

Yes, you have the agent click the Create button and enter information about the call. No plugin is needed as this is how a large number of organizations use JSM. Since we're talking about it, there is no alternative option that doesn't come with a hefty price tag and an unreasonable amount of administrative or technical overhead. Simply put, a human is the best phone to JSM converter. Cheers!

[Karsten Junker]

By "create" you mean creating sub-tasks for the main ticket? Thats nice and probably the most sophisticated way to this, but I´m afraid it will be too many clicks and waiting times for our call-center-agents.

Also reading through the history of a ticket will be very fragmented and hard to do.

[Jack Brickey]

By register do you mean record the conversation or do you simply mean you wish to capture that the ticket was a result of a phone call? You could certainly have a custom field to indicate the source as a phone call. You could certainly capture the conversation in a comment or Description while on the call. As far as time you can record that in the comment or in a custom field.

[Karsten Junker]

I didn´t mean the source for the ticket, but an action within the ticket processing. So for example: the ticket was created through some kind of portal, but in between the agent had to call the customer for more information. This phone call I want to "register". Of course you can do a comment incl. free-text "phone call 2:47 min". But this wouldn´t help me for reports later on...while typing this I had the idea to use "log work"-functionality: Enter "3m" and give a comment staring with e.g. "Call:...". The logged work can than easily be reported :)