Issues and Resolutions

A Queue is made up of Issues that are appropriate to the Queue. For example, the billing queue might have the following Issues (with the Issue Class in parentheses):
  • Billed for Service not ordered (Default)
  • Missing Invoice (Default)
  • Payment Sent/Not Received (Default)
  • Credit Card Expired (Credit Card Issues)
  • Credit Card Declined (Credit Card Issues)
  • Credit Card double charged (Credit Card Issues)
Each Issue will have one or more Resolutions. Example for Credit Card Declined are:
  • New card provided
  • Check being sent
  • Bank account for ECH provided

The Issue Class noted in parentheses above is used as part of the SLA Item determination.