Classify common agent-workflow activities into the appropriate RACI role.
Place each workflow activity into the RACI role it most closely represents. Think about what the step does in the flow: execute, own outcome, shape before action, or receive visibility after action. Responsible Accountable Consulted Informed Gather account history and prepare a first draft of the escalation note. Approve the final customer remediation path and own the business outcome. Review whether a policy exception is allowed before the offer is finalized. Receive a notification that a tier-one escalation has been closed. Classify the incoming case by severity and route it to the right queue. Own the SLA breach outcome if…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in