Point Hours

    The
current version of CRM (Telesmart – CRM – OPS) will be used only for Location
Processing Unit (LPU Team) and can be renamed as Ops – LPU Version. Ticket number
series can be same (OPS series) A new version for ‘Documentation’ Team needs to be
created. Requirement for ‘Documentation’ team is shared at towards the latter half of the
document.

2. Ownership logic should be applied and should be based on owner wise 4

pendency and should be same as current Customer Support version. Any new mail
or ticket should be assigned to the CSE who is logged in & has least pendency.
Pendency should be calculated as Number of open tickets under the respective
CSEs ownership + any new mails assigned. This is exactly the same as Customer
Support version. The e-mail which will be configured in Ops LPU version will be:
xm.implementation@xpressmoney.com

3.       Auto generation of ticket number, when a new mail is received, should be removed. 2
Ticket number (in OPS series) should be generated manually, same as CSQ version.

4.       In the ticket creation page for Ops – LPU version, they should be given an option (text 4
box) to input DOC series ticket number when the ticket is created under Non-Agent. This
should not be a mandatory option. Along with the DOC ticket number the system should
also fetch the agent name & agent country from DOC version of CRM. The fields fetched
using DOC ticket number (Agent name & Agent Country) should be editable.

5.       Ticket will be created under 3 broad options: Agent, XPIN & Non- Agent. Non-XPIN will 8
not be there for Ops – LPU version. When a ticket is created under ‘Non-Agent’, we need to
have an option (text box) to enter the agent name (free flow text box without any character
limit). Also, before doing a ‘Recommended Close’ there should be an option to tag an agent
code / company code / county code to that ticket. This field can be termed under the
header as “Assigned Agent Code 2”. “Assigned Agent Code 2” – when CSE tries to create
ticket with agent code / company code / country code in any version of CRM , CSE should
be able to view and retrieve open & closed instances (Using “Open Incident Button” &
“Closed Incident Button”) created with agent code in LPU version also. This is as per current
functionality. To add, CSE will also be able to view & retrieve ‘closed incidents” for tickets
where “Assigned Agent code 2” was tagged (in addition to search & retrieval using agent
code as explained above).
6.       When the ticket is created under “Agent” radio buttonin the ticket creation page, 8
there should be an option to select ‘From Agent” (Not a Mandatory Field)’ and ‘To Agent”
(Not a Mandatory Field)’. CSE should be given an option to update Country Code
(#####IN#####), Company Code (UAEEXIN#####) or Agent Code (UAEEXINKL001) in the
“From Agent” or “To Agent Field” which should be validated through daily agent code files.
Also, there is no need to display the values for the “From Agent Code” or “To Agent Code” .
Just a validation that the code is valid / invalid is enough. This point is very important. The
values entered in the “From Agent” & “To Agent” should come in all screens as well as
reports. This will not be limited to any specific type/sub type . Once the CSE clicks on
“Agent” radio button the system will populate two fields “From agent” & “To agent”.
System should check any one from these 2 fields is updated by CSE and should not allow to
create a ticket if both are left blank. As advised above, while validating From agent/To
agent, there is no need to display agent details as done on Interaction Creation & Search
Page for other versions. We can only have the option to state whether the code (Agent
/company /country codes) is ‘Valid / Invalid’.

7.       Incident summary, Incident summary - open & Incident Summary - closed pages 4
should show additional headers for a) XPIN / From agent Code, b) To Agent, c) Agent Name,
d) Assigned Agent Code -2 field for LPU version and same should also feature in reports.
Please note existing header like next follow-up date, Last updated date, Login Agent Code &
Status can be removed (PS: - When validating “Assigned Agent Code 2”through API, there is
no need to display agent details as done on Interaction Creation & Search Page. We can
only have the option to state whether the code is ‘Valid / Invalid’. The value entered in
“Assigned agent code 2” field should not editable once entered.

8.       There will be 3 groups in this version namely ‘Operations’ (This is already existing and 12
should be renamed to ‘Operations Maker’), ‘Operations Checker’ (This is a new group
which needs to be created) and ‘Operations TL’ (This is already existing and no change is
required). The functionality of this aspect should be same as ‘GHQ – Calls, GHQ – Emails
and GHQ – TL’ and should have same features to view, action and close tickets pertaining to
this version including tickets in ‘Duplicate Inbox’. This is very important. To add, ownership
logic for email assignment (as mentioned in point 2) for Ops LPU version will only be
applied for members in Operations – Maker Group.

9.       For other versions of CRM, Ops-Maker, Ops-Checker and Ops-TL should have similar 8
rights as ‘GHQ-Call, GHQ-Email and GHQ-TL’. Members in all these 3 groups will be shared.

10.    New Category, Type and Sub-Type needs to be updated. The same will be shared later. 8
11.    Option to be given on the screen to search Non-Agent ticket using “Agent Name”. This 4
could be a partial search as well. Will explain the requirement over a call. A) Search in LPU
version on Incident summary, Incident summary open & Incident Summary closed pages
should be available with agent name as well. For this CSE just needs to select the agent
country and type the agent name system should have the option of auto fill the agent
name and show all list of agents with the entered name. For Example: User selects county
as India and the under agent name search types “AMIT” System will populate all agent
names like AMIT & CO., AMIT Enterprises, AMIT Travels, AMIT Money Exchange etc .This
search should be restricted to tickets created in LPU version alone (OPS series tickets alone)

12.    We need to have an option to reassign ownership from email processing screen (same 4
in line with CSQ version)
13.    Archival process should be set for Ops version as well and Archived incidents should 8
be viewable. The archival logic will be similar to Customer Support Version. I guess this
must already be in place. Please check and advise.

14.    Rest functionalities and requirements to be same as Customer Support version of CRM 8

incl. “All e-mails, follow-up with internal department” etc will remain the same. CSE should
have the option to reject multiple mails at a time. System to recognize registered mail ID as
in current version. Reply option will be there as per current functionality. Closure can be
done by anyone of either maker, checker, TL

15.    Ticket assignment b/w all internal departments should happen meaning Ops Maker 8
should be able to assign tickets all other internal departments just like how it is happening
in Compliance version.
16.    All the existing reports on the Customer Support Version should be available for this 8
Ops – LPU version as well including but not limited to ‘Interaction Detailed Summary’, ‘C2G
– Closed Interactions’ and ‘C2G – Open Interactions’ & E-mail wait time, Aux reports to
name a few. These are just examples, we need all the reports which are applicable for CSQ
version as well. All these reports must include additional parameters / headers for LPU
version.

17.    Last, we have more email Id apart from (xm.implementation@xpressmoney.com) 8

which needs to be configured in Ops – LPU version. However, ownership assignment on
mails coming on such ids should happen to different set of users who belong to Regional
Support – India group with rest other functionalities remaining the same. Let me know if
the same is possible. For example we will add another email ID
xm.active@xpressmoney.com in LPU version with 2-3 users managing the same. All mails
coming on this email ID system should assign only to these 2-3 users. However mails
coming on xm.implementation@xpressmoney.com should be assigned to different set of
users (8-10 users) as per the existing ownership logic. This functionality is only from email
assignment perspective between users for mails coming on different mail ID’s and rest
functionality will remain ASIS. Also there should be provision to add / remove users in any
of these 2 set of users handling different set of mails.

Total 106
1) Configure the new mail ID
2) Needs to implemen the ownership logic
3) Create class for LPU Inbound email engine to fetch the mails
4) Needs to Implement ownership logic

Needs to Stop the Ticket number created while receving the mails

An additional textbox needs to implement for verify Doc ticket number in incident
creaation and validated the same against the DOC tickets

1) An additional textbox needs to implement for Non-Agent to enter the Agent

name based on country.
2) New filed will add in incident history, while closing the ticket needs to validate is
the agent code is existing or not, for non-agent
3) Needs to validate Agent, country or company code from the same text box.
1) New fields name as From and To agent should be shown while creating the
ticket
2) Needs to Validate the entered code belongs to country, Company or Agent
3) Needs to save both details in tables so it require more columns

1) For all the search we require additional fields like

From Agent, To Agent ,Agent Name and Assigned Agent Name 2
2) Needs to add all the new additional fields in all the reports

1) There is change in user groups and needs to add one more user type
2) Needs to implement the same functionality having in CSQ

1) There is change in user groups and needs to add one more user type
2) Needs to implement the same functionality having in CSQ
For Agent name search need too implement the partial search,

Transfer email from one LPU user to other should be implement

The transaction tables fo LPU version also needs to archive, it includes files too.
1) Changes in archival Procedures and File movement engine

There is an changes in require in existing Ops to change the tickets between

internal departments

Below reports needs to implement in LPU

1. C2G-Closed interactions
2. C2G-Open Interactions& Email
3. AUX reports
and all the reports in CSQ

Based on the mail address the email allocation and ownership needs to implement
for India and global teams
 Points Hours
·          The basic functionality of the new version will be same as Customer 12
Support Version of CRM.

·          All the mails received on Documentation Team ()

(xm.documentation@xpressmoney.com ) should be received on CRM under 4
the new version. Ticket number series for this version should be DOC…..

·          Contact Type should be ‘Agent Code’ and ‘Non-Agent’. For all tickets to be
tagged under ‘Agent Code’, it will be mandatory to provide the 12 Character
Agent Code which will be validated through API at Country, Company and 8
Agent Code level. Similarly, when a ticket is created under ‘Non Agent’; ‘Agent
Name’ field should be mandatory which will be a plain text box (The
functionality is similar to what is proposed for Telesmart CRM Ops)

·          Inbound & Outbound mails, ticket creation, assignment of tickets,

movement of tickets from one team bucket to another all these basic features 4
should remain same as in Customer Support Version.

·          Option to be given on the screen to search Non-Agent ticket using “Agent
Name”. This could be a partial search as well. Will explain the requirement over
a call. A) Search in LPU version on Incident summary , Incident summary open
& Incident Summary closed pages should be available with agent name as well.
For this CSE just needs to select the agent country and type the agent name
system should have the option of auto fill the agent name and show all list of 12
agents with the entered name. For Example: User selects county as India and
the under agent name search types “AMIT” System will populate all agent
names like AMIT & CO., AMIT Enterprises, AMIT Travels, AMIT Money Exchange
etc . This search should be restricted to tickets created in Documentation
version alone (DOC series tickets alone)

·          All the existing reports on the Customer Support Version should be
available for this Ops – LPU version as well including but not limited to
‘Interaction Detailed Summary’, ‘C2G – Closed Interactions’ and ‘C2G – Open 12
Interactions’ & E-mail wait time, Aux reports to name a few. These are just
examples, we need all the reports which are applicable for CSQ version as well.

·          There should be no limitation to upload files in terms of number of files

or the size of the files. Similarly, CSE should be allowed to select multiple files 8
and add to the ticket. Very important
We should be able to track each and every movement of mail including the
mail ID with Date and Time Stamp. The intent is to understand the time taken
for any team to respond once the mail has been sent or the ticket has been
assigned. In order to do this the CSE should have an option to Tag every
Inbound and Outbound Mail. There should be a dropdown provided on all the
mails (Inbound as well as Outbound) to identify the teams where the mails
have been sent to or from where the mails have been received. This
information should also be captured by way of the report On the C2G Report.
Also, tagging every outbound mail should be mandatory and the dropdown
should be available on ‘Incident Summary’, ‘Incident Summary – Open’ and 16
while using the ‘Reply’ option through any of the tabs. Similarly, Tag an
Inbound mail should also be mandatory and should be applicable the moment
any inbound mail is opened. User should not be allowed the Close the mail
window unless the inbound mail has been tagged. Also, such tagging for
Inbound mails should be editable for all ‘Open Tickets’ only. For Closed tickets,
once the ticket is closed; all tagging for Inbound as well as Outbound mails
should be freezed. Date and Time of for such tagging needs (via inbound and
outbound emails) to be captured in form of a report and on the screen as well.
We will discuss the requirement over a call to explain in detail.

Total 76
Needs to an similar application like CSQ and creation of tables

Needs to configure new mail address for DOCs

1) Fetching of the mails through officce 365
2)Sending mails through officce 365

1) In incident creation page needs to give option to enter agent name and country and this will be validate
through XM API
2) Two fields are mandatory

1) Needs to implement the team bucket concept for emails, ticket creation and assignment like CSQ

An partial search should be implement for find the tickets created based on Agent Name.
1) Additional fields needs to implement for the same

Below reports needs to implement in LPU

1. C2G-Closed interactions
2. C2G-Open Interactions& Email
3. AUX reports
and all the reports in CSQ

Needs to Implement Multifile accepts without size validation

1) Whenever agent open the mails needs to implement the dropdown and user need to select the team
2)Before mails send by the user need to select mail belongs to which team
3) The action time should be taken and in all the reports those times stamps need to shown.