Contact Report
- Contact Report
- a report that [electronically] documents information about a single contact between a
user support agent and a
user
The typical objectives of a contact report are to document
the:
- User's request or question.
- User support agent's response.
The typical benefits of a contact report include:
- It records information that can be used by user support
agents during future contacts.
The typical contents of a contact report include:
-
- User Information:
- User Name
- User Identifier
- User Support Agent Information:
- User Support Agent Name
- User Support Agent Identifier
- Contact Information:
- Date and Time
- Application
- Contact Type (e.g., Account Support, Technical
Support, Complaint Registration)
- Contact Interface (e.g., email, fax, phone)
- User Comments
- User Support Agent Responses
The typical stakeholders of a contact report include:
- Producers:
- Evaluators:
- Approvers:
- Maintainers:
- Users:
- The
user support agent reads the contact reports to
understand previous contacts with the user.
A contact report can typically be started if the following
preconditions hold:
A contact report typically has the following inputs:
- Work Products:
- Stakeholders:
- Automatically generate as much of the contents of the
contact report as is possible.
Contact reports are typically constrained by the following
conventions:
-
Content and Format Standard
-
MS Word Template
-
XML DTD Template
-
Inspection Checklist
Examples