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Dashboards
You will have a variety of Dashboards that you will use as a CX specialist.
- CX Specialist – This dashboard shows a breakdown of ticket assignments across the team. (This will be the dashboard where most time is spent and should be set to default).
- CX Knowledge Base – This dashboard is not very commonly used, but contains important data about the Knowledge Base.
- TDNext BSC Chat Team Homepage – This dashboard is useful when assisting the Chat/Email teams with their work.
- TDNext BSC Phones Homepage – This dashboard is useful when assisting the Phone team with their work.
- The Official CX Survey Worklist – This dashboard is useful to assist the Follow-Up Team with their work.
- CX Meetings (This Year) – This dashboard is useful for keeping track of past and upcoming meeting and notes.
Check and see if you have these Dashboards now.
You can access these by going to the right hand side of TD and click on the down arrow:
Ticketing
As a CX Specialist you will become familiar (or more familiar) with TeamDynamix. You will have to create different types of tickets through TeamDynamix.
The different types of tickets that we use can be found by navigating to the (BSC) Systems and Depts. area (in the waffle) and then selecting "New" at the top. All of the tickets that begin with BSC MS-CX are important to know.
Types of Tickets
Assignments
These are examples that you would ticket under Assignment:
Announcements
- We no longer use this form to make an announcement. All announcements are now made through Teams BSC Office Team in the General tab. Use this ScreenSteps article for instructions on how to create an announcement in Teams.
BSC Leadership Microsoft Teams Request
- This is a project we receive from someone on Microsoft Teams. (Example: [Monday 12:49 PM] Anderson, Jenny: 'There is an issue with your screen steps article for "How to View Your Auto Access Materials." The first three steps are correct, but everything after that is incorrect. Please make these changes.')
Chatbot Creation/Review
- This is for when the Self-Help Team is creating a new chatbot to add to the site, when they are editing existing chatbots, when they are reviewing chatbot interactions, or when they are reviewing chatbot workflows to potentially update.
General Projects: Other
- This is a catch all for projects that don’t fit in any of the other tags. (Example: informing other offices (like the planetarium) of something wrong in their office…COVID-19 tasks that are not categorized yet.)
General Projects: Partner
- This is a project we receive from a partner to setup, follow-up, and communicate changes between the BSC and the office. (Example: Setting up a webform)
Scheduling
Use the BSC MS-CX Office ticket when a day off or schedule change needs to be requested. Use the 'Scheduling Request' tag for this issue. The 'Purchase Request' tag on this form would be used when something is needed for the office such as sticky notes or dry erase markers.
Knowledge Base Request
Feedback left by BSC agents or the general public will be received in this type of ticket. If a ticket needs to be made for this type of feedback, use this ticket.
Feedback Form
This type of ticket will be received when feedback is left on the BYU-Idaho website. If a ticket needs to be made for this type of feedback, use this ticket.
Meetings
This ticket should be used to document all partner meetings. Title these tickets according to the following example: Accounting Services / BSC Correlation Meeting (04/25/21). These tickets should be created before the meeting, with the agenda for the meeting in the ticket. These tickets don't need to have a due date, and can be closed after the meeting with any updates from the meeting included.
Level 0
Feedback left on the OneStop Portal will be received in this type of ticket. Sometimes tickets that we receive will need to be converted into this type of ticket. These tickets are most often dealt with by the Self-Help Team.