CM Ticket Pool?

[#1]

Anyone have any idea what the 'CM' ticket pool is or what it stands for?
Alex

[#2]

Hi,
I'm not 100% sure from the top of my head. Did you send a ticket in and get a response from that pool?

[#3]

Not my account, and its a DCN fault, this is from the ticket (69001481):

Alex

[#4]

Who or what is Madrons ..... is that Mad Ron's 

[#5]

Ahh, I see.
CM stands for Case Management.
You might see the odd one or two of these as we have a number of guys trialling Case Management. This means you should deal with the same person from raising the fault all the way to resolution

[#6]

I like the sound of this!
If it means that less time will be wasted because the person you are dealing with already knows what is happening with your individual fault instead of starting from scratch every time someone replies to the ticket that will be great!
Alex

[#7]

That's the idea!
It's working pretty well so far and I think it will certainly help the Customer's Experience.

[#8]

Definitely!
Is the plan to roll this out fully and when a customer creates a new ticket it is automatically assigned to a Faults Agent (with say the lowest ticket count) and then that person will deal with it?

[#9]

Yep - that's pretty much how it would work

[#10]

And Madrons please?

[#11]

That's the first initial of the agent 'M' and his/her surname.

[#12]

Thanks for that, I wasn't close with reply #3 then, probably a good job