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  • System Issues Flow Chart Onelink - Lyft: Supervisor It WFM End

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    Jader Gutierrez
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    The summary is: 1) Agents report system issues to their supervisor 2) Supervisors try basic troubleshooting and check if the issue impacts multiple agents 3) If it impacts more than 2 agents, an internal ticket is created and IT is notified 4) Supervisors communicate the issue to Operations and Workforce Management teams

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    Original Title

    System Issues work flow

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    The summary is: 1) Agents report system issues to their supervisor 2) Supervisors try basic troubleshooting and check if the issue impacts multiple agents 3) If it impacts more than 2 agents, an internal ticket is created and IT is notified 4) Supervisors communicate the issue to Operations and Workforce Management teams

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    © All Rights Reserved
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    22 views1 page

    System Issues Flow Chart Onelink - Lyft: Supervisor It WFM End

    Uploaded by

    Jader Gutierrez
    The summary is: 1) Agents report system issues to their supervisor 2) Supervisors try basic troubleshooting and check if the issue impacts multiple agents 3) If it impacts more than 2 agents, an internal ticket is created and IT is notified 4) Supervisors communicate the issue to Operations and Workforce Management teams

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
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    of 1

    System Issues flow chart OneLink | Lyft

    WFM Lyft | May 19, 2020

    Supervisor IT WFM End

    Agent Reports
    System Issue

    Refresh page using


    F5

    Was it
    Yes End
    solved?

    No

    Proceed with Basic


    Throubleshooting
    guide

    Was it
    Yes End
    solved?

    No

    Validate if the issue


    is currently impacting
    more that 2 agents

    More than Create internal ticket


    2 agents? No in Sysaid

    Yes
    Report ticket number
    to IT (Whatsapp) and
    Supervisor WFM #Slack
    communicates to
    Ops and WFM
    current issue

    Is the Issue WFM proceeds to


    No End
    Internal? create a Jira

    Yes

    Wait for solution from


    End
    IT Department

    WFM proceeds to Report ticket number


    create a ticket in to IT (Whatsapp) and
    Sysaid Ops (Whatsapp and
    Slack)

    15 minute window to
    confirm with IT if the
    current issue is
    internal or external

    Wait for solution from Is the Issue


    IT Department Yes
    internal?

    No

    Follow Cetoutage
    channel for status

    Report impact on the


    End
    RTA_Global channel

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