HRW - Performance Review

We are currently accessing the performance and functionalities of our CRM Tool Human Resource Workspace (HRW). Your opinion is very important to us as this is a key to improving our tools and optimizes our service communication. Please take a few minutes to answer the questions. The survey is anonymous. We appreciate your feedback and ideas.


A red asterisk (*) indicates required questions.

  1. How fast would you say HRW is working in general? *
     
      1 2 3 4 5  
    very slow  very fast


  1. Please estimate the timing of some of the HRW functionalities (in seconds). Use the answer box and simply state the estimated seconds to the corresponding functionality;

    How long does it take to …

    1. Open up/ log in to HRW (after connected with the RSA token)
    2. Search for an EE (by GMIN)
    3. Retrieve EE ticket history (last 2-3 months)
    4. Start processing a ticket from your or the general pool
    5. Create a new ticket
    6. Safe/ Close a ticket
    7. Add file/ send e-mail
    8. Ticket send to (escalate/ assign)
    9. Schedule a ticket or put to pending
    10. Send a ticket to your pool/ general pool
    *


  1. Have you experienced problems related to the speed of the tool?*
    Yes
    No


  1. If you have answered question No. 3 with YES, please elaborate what kind of problems you have experienced due to the speed of HRW.


  1. Have you ever had any issues with the (agent) pool? *
    Yes
    No


  1. If you have answered question No. 5 with YES, please elaborate what kind of issues you have experienced with the (agent) pool.


  1. Is the Security Question Check-function working for you in HRW? *
    Yes
    No


  1. How about the functionalities of the Authorization Check, is this working appropriately? *
    Yes
    No


  1. In case you have replied with "NO" to question No. 7 or 8 - please illustrate how you ensure the security of GME data.


  1. How would you improve the HRW ticket properties (service group/type, skills, source etc.) ? *


  1. Agent status – Do you think the wrap-up time of 30 seconds is reasonable for working on a ticket/ closing a ticket? *
    Yes
    No


  1. If you have answered the previous question with "NO" - please estimate how much time you would need to professionally wrap-up a ticket and be ready so that the ACD will send you a new call.


  1. What types of errors/ outages have you come across (tool gets stuck, problem to close ticket/send the ticket to my pool etc.)*


  1. How often do the above mentioned errors occur? *
    Once
    Daily
    Weekly
    Monthly
    Every now and then


  1. How would you rate the effectiveness of HRW?*
     
      1 2 3 4 5  
    not effective  very effective


  1. Would you say that HRW is easy to navigate through? *
    Yes
    No


  1. Is there anything that you would like to change about the tools? *





HRSC Training Team