CustomersServiceRatingRequestreview
Automaticsystemevents
Automatic system events
DB
Rating form
on webpage
Is rating score < 15?
Count rating
total score
Create a new ticket for
customers service
operator
Best score is 100
points, least 0
points
Close rating
Send e-mail with
request for service rating
30 days
Close rating
30 days as stated
in service policy.
More in internal
SLA document
Customer
Customer
Fill rating form Send response
Receive e-mailReceive e-mail
Save filled rating
form
Operator
Operator
Does rating contain
solvable issue?
Send personal
appology for
bad service
Close rating
Close rating
Problem solving
Resolve
customer's
problem
Can operator solve the problem?
Was problem resolved?
Delegate ticket
7 days
System
Process for getting customers rating of ordered service.
Process starts after the system detects closed order. There is an automatic e-mail message to customer asking to fill given rating form. In case of low rating, an operator tries to contact the customer and find out what was wrong with the service.
HW02: Added SLA: operator has 7 days to response to the customer or delegate this issue to another operator, if the customer doesn't resply in 30 days, the ticket is closed.
Anna Trnkalová, 422463, (group PV207/02ENGLISH)
Customer
Yes
Orderratingclosed
Orderratingclosed
Yes
No
No
Save attribure rating request send Save result
No
No
Yes
Yes
Order is closed Order rating closed Order rating closed
Save rating
There is missing task,
where Operator enters data
whether she can solve it or not.
So that gateway can decide. -1
There is missing task to inform user to try it. -1
Result: 10