The !Whatsnext command, looks at the status, time the ticket was created, ticket idle time, and ticket priority. From this we allow the AI to make a decision on what ticket should be next. Looking at the metadata Talos will recommend the top two jobs for the engineer to work on then, from the same card the engineer can enter time, they can add notes, change the status and/or the resource that looks after their ticket if they need to.
!whatsnext makes things simple and straightforward for all engineers, allowing them to focus on the jobs that need to be done next. It also stops cherry-picking jobs as the AI lets them know which jobs need to be done rather than deciding which jobs they want to do.
There were a couple of specific problems that kept creeping up in conversations we were having when it came to the day-to-day running of the service desk.
1. How do I stop engineers cherry picking tickets?
Cherry-picking is one of those problems that happen at the service desk especially when there are a high number of tickets, or when the right skill set is lacking. Engineers pick and choose the tickets that they want to deal with, rather than what should be dealt with. This doesn’t always work, especially if you’re running service level agreements. The next ticket that comes in might be simple to fix but it’s not necessarily the one the engineers need to work on…
2. How do I make it easier for my techs to focus on tickets they need to work on and cut down queue noise?
Sometimes the number of assigned tickets for an engineer can get out of hand, usually, it’s not through any fault of their own, it’s normally due to customers not coming back or waiting for parts. The same can be said for tickets that are in a queue. Don’t get me wrong, queues are a nice way to segregate tickets but sometimes they can have 20, 30, 40 tickets, sitting in the queue. How do you know which tickets need to be dealt with, how do I easily know which tickets need the attention of the resource?
This is where our “!whatsnext” command comes in.