Expert support levels
Details on how the support levels work
The Hidden Expert feature has been created to address a specific use-case, where it is beneficial to be able to first assess a situation (on 1st level), and then further assign it to a specific hidden expert.
There are total of three different levels of Experts.
The 1st level expert (Visible Expert) can assign the case to First level Hidden Expert (on 2nd level). And if needed, the 2nd level expert can further assiged the case to a specific expert on 3rd level (Second level Hidden Expert).
The 1st level Expert (Visible Experts)
The 1st level Experts (Visible Experts) are always visible to Remote Users.
They can be contacted by any Remote User from the XReach Mobile or RealWear app. They are shown in the Expert List, when a Remote User presses/taps/says Call. If the Remote User calls "Any Expert", these 1st level Experts are contacted.
These 1st level experts evaluate the reported issue, and can attempt to solve it.
However, if they are unable to solve the issue, and they identify a need to escalate the issue further, they can Assign the Ticket to a 2nd level Expert - in this case, First Level Hidden Experts.
1st level Experts can see the 2nd level Experts (First Level Hidden Experts), if the permission to view is granted in group settings.
1st level Experts cannot directly contact 3rd level Experts (Second Level Hidden Experts) But in case the 2nd level Expert has assigned the ticket to a 3rd level Expert, all calls specific to that ticket, from the 1st level Experts and Remote Users, will go directly to the 3rd level Expert.
The 2nd level Expert (First level Hidden)
The 2nd level Experts, are not visible by default - therefore the term First Level Hidden Experts.
Term Hidden Expert comes from the behavior, where these 2nd level Experts are not visible to the Remote User in the Expert List when a Remote User taps or says Call on a Ticket they have created. They cannot therefore be called directly.
Once the 1st level Expert has assigned a ticket to a 2nd level Expert, all calls for that specific ticket by the Remote User will go directly to the assigned 2nd level Expert.
Once the First level Hidden Expert has answered and solved the ticket, the Ticket is assigned back to the original 1st level Expert upon Resolving the Ticket.
In case the Ticket is re-opened, the Remote User will have the list of 1st level Experts available to them. The 1st level expert can then evaluate the solution to the ticket, and assign the ticket a new 2nd level Expert if unable to find the solution him/herself.
If the 2nd level Experts are not able to solve the ticket, they can further assign that ticket to a 3rd level Expert (Second level Hidden Experts)
The 2nd level Experts (First Level Hidden) can see the 3rd level Experts (Second Level Hidden), if the permission to view is granted in group settings.
The 3rd level Expert (Second Level Hidden)
The 3rd level Experts (Second Level Hidden), are not visible by default - therefore the term Second Level Hidden Experts. They can see the 2nd level experts (First level Hidden) as well as experts on same level. But they cannot see 1st level experts.
Similar to the 2nd level experts, they are not visible to the Remote User in the Expert List when a Remote User taps or says Call on a Ticket they have created. They cannot therefore be called directly.
Once the 2nd level Expert has assigned a ticket to a 3rd level Expert, all calls from the Remote User and 1st level Experts, for that specific ticket, will go directly to the assigned 3rd level Expert.
Once the 3rd level expert has answered and solved the ticket, the Ticket is assigned back to the original 2nd level Expert upon Resolving the Ticket.
Using the Support Levels tab
As a GroupAdmin, you need to click on the Management Cog from the Sidebar and then select Groups.
In the Groups view, you need to select a Group and click on the Edit icon placed right of the Group name.
The Edit Group page will open, and you can either change the settings of the Group, or click on the Support Levels tab.
The Support Levels tab will show 1st level Experts on top, 2nd level Experts in the middle and 3rd level Experts at the bottom. To demonstrate the behavior, three Experts are with self-explanatory names are displayed below:
I am 1st level Expert RemoteUser Will See Me
I am 2nd level Expert RemoteUser Will Not See Me
I am 3rd level Expert RemoteUser and 1st level Will Not See Me
In this case, you need to go through the process of first adding Experts to Groups, and then to Edit the Group, and then to move the Experts from one level to other levels by using these buttons (Move to 1st/2nd/3rd)
After a Group has been modified in this way, any ticket created by the RemoteUser will have Assign Expert list only showing the Visible Experts (1st level Experts). The Experts will will see the whole Expert space of the Group, and will be able to use the Assign Expert feature to assign both Visible and Hidden Experts.
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