This portal is to open public enhancement requests for IBM Sterling products and services. To view all of your ideas submitted to IBM, create and manage groups of Ideas, or create an idea explicitly set to be either visible by all (public) or visible only to you and IBM (private), use the IBM Unified Ideas Portal (https://ideas.ibm.com).
Shape the future of IBM!
We invite you to shape the future of IBM, including product roadmaps, by submitting ideas that matter to you the most. Here's how it works:
Search existing ideas
Start by searching and reviewing ideas and requests to enhance a product or service. Take a look at ideas others have posted, and add a comment, vote, or subscribe to updateson them if they matter to you. If you can't find what you are looking for,
Post your ideas
Post an idea.
Get feedback from the IBM team and other customers to refine your idea.
Follow the idea through the IBM Ideas process.
Specific links you will want to bookmark for future use
Batch assignment of transactions (esp returns) for agent ownership, review
The idea is three part:
1) Provide UI to allow for manual bulk assignment of tasks to individual customer care agents for work-down.
2) Allow for direct assignment/ownership of transactions/shipments to a given customer care agent, regardless of tasks associated with this transaction. Permit this assignment value as a 1st class search option in transaction searches.
3) Provide UI to allow for manual bulk assignment of *transactions/shipments* to individual customer care agents for work-down.
What is your industry?
How will this idea be used?
Today, our customer service team conducts detailed review of inbound return shipments and refund/exchange requests, from both loss prevention and customer-servicing aspects. To this end, a customer care lead will assign out inbound return shipments as they arrive to individual agents. They may also re-assign transactions in bulk to a different agent to keep authorizations/refunds/exchanges flowing, depending on that day's staffing.
Today this is done in a custom dashboard tool on a 3rd party system, before importing into our legacy OMS. Going forward, we are faced with recreating this bulk-assignment function in custom tooling, for lack of ability to assign multiple tasks to a given agent at once, and lack of ability to directly assign ownership of the transactions themselves to agents (regardless of associated tasks.)
Do not place IBM confidential, company confidential, or personal information into any field.