Queue Manager Responsibilities

Queue Manager monitors and handles the Tier 2 case management from various sources and distributing them adequately within the team. Following are various categories of sources responsible for cases being reported to Tier 2.

  • QMs review all emails coming to our Enterprise Support mailbox. All new issue reports are  picked up and distributed within the team. QMs use their internal email for assigning cases instead of using the Enterprise email address.
  • Any emails for any existing/open issues already worked on by someone within the team, are moved to the respective Tier 2 team member’s Enterprise mailbox folder. (That is, if the team member is already copied in the thread.) If the customer has not copied, the T2 member in the email thread, first forward the email to the respective team member and then later on moved to their folder.
  • Veirfy that the customers submitting issues to our mailbox have a valid active M&S Gold/Platinum contract with us. QMs also validate emails in the Connect folder and handle them in the same manner.
  • Issues reported by Partners/Sales Escalations/Adobe internal, are directly picked by us, even if direct customers do not have an active M&S. Tickets in CRM in such scenarios can be created on the partner's CRM id.
  • Acknowledge partners/Sales requesting followups/updates for existing tickets and send to the respective T1/T2 Team member for folowups/updates.
  • If a voicemail comes in, it's the queue manager's responsibility to respond to the email with an acknowledgment, retrieve the voicemail and assign an engineer to do the call back. We strive to call the customer back within 30 minutes to meet the SLA.
  • The VMs for Connect product come to our Generic DL : DL-T2_EN_Connect_Noida
  • If the VM received is for a different product, read the VM and forward it to the respective team DL for callback.
  • Sometimes if a customer call for a product is in queue for long and does not get landed to any product queue, we might receive a VM on a General generic DL : DL-T2_EN_General Any voicemails landing to this DL, are not meant to be handled by us. CS team is expected to acknowledge such VMs and then send it to the respective product team DL.
  • We pick all Bug reports reported by customers coming to DL-Wishlist. QMs send an acknowledgement to the DL that we are picking it, and then accordingly assign to someone within the team.
  • Any New Feature Requests coming to DL-Wishlist are directly handled by the Product team and we do not need to action them.

Any Escalations coming from Higher Management/Nick Calenda & other such channels should be acknowledged and assigned to a team member ASAP considering the load of the engineer and priority of the issue. Customer should be contacted and the issue should be prioritized accordingly and an update should be sent to Nick with the status/progress.

  • QMs should ensure even distribution of cases within the team, keeping in mind the case load on the team members and priority of the issue. All cases should be distributed according to the shift timings of the team member and the timezone of the customer submitting the issue.
  • Queue manager should assign cases to the person with the LOWEST number of cases, respecting PTO and Shift schedules, and taking into account the case Priority.
  • QMs should send all case assignment emails to the respective team members keeping DL-CONNECT_APAC copied.

(Cases in “Transfer to T2” status – Either escalated by T1 or, de-escalated by TRT or a Special transfer from Tier 3)

  • We have an automated process of getting automated alerts on DL-CONNECT-APAC from noreply@adobe.com, every few hours for any tickets lying in Transfer to T2 status. QMs should pickup/assign all cases Escalated from Tier1 accordingly within the team, after reviewing the case priority and load within the team. QM should change the Emp Responsible of Tier1 cases to the id of the person to whom the ticket is assigned and keep the case in Transfer to T2 status. All cases de-escalated from Tier3 should be kept in the respective Tier2 team member’s funnel by changing the Employee responsible to the ldap Id of the team member.
  • Sometimes, we have some special cases that are transferred from some TRT members, to be worked upon by Tier2. Such cases should be picked up accordingly and assigned within the team. The Employee responsible should be changed to the person whom it is getting assigned.

Here is the CRM query that lists the cases in T2APCONN funnel which can be referred to if required :

Gold/Platinum Customers/Partners directly use the support portal to raise tickets to us, which can be picked by us via SAP/CRM. The link for SAP/CRM is : http://sap-cm3.corp.adobe.com:8100/sap/bc/bsp/sap/crm_ic/default.htm

  • We already have an automated process of getting automated alerts on DL-CONNECT-APAC from noreply@adobe.co, every few hours, for whatever cases are logged in NA Portal queue. QMs are mexpected to pickup/assign all NA Portal cases from GOLD/Platinum customers and also from any of our partners even if support contract information is not mentioned by them while logging the case. Below are the CRM queries that can be referred to/saved in the system in case required for filtering NA Portal cases.
  • QM should change the owner and Emp Responsible from NA Portal to the ldap id of the person who is assigned the ticket. Also, in case the person who is getting the ticket assigned is not present in shift, QM should add an activity on behalf of the team member and send an initial response to the customer through Notes to Customer. QMs should also review the priority of the ticket and accordingly assign it to a team member who is able to prioritize it, depending upon his case load.

NA Portal | Gold Contracts -

1. Owner & Emp Resp would be naprtl.
2. From Product Group, select Connect Enterprise and Connect
3. From Status Group, select TS: Open
4. From Contract Type, select GOLD

NA Portal | Platinum Contracts : –

1. Owner & Emp Resp would be naprtl.
2. From Product Group, select Connect Enterprise and Connect3
. From Status Group, select TS: Open.
4. From Contract Type, select PLATINUM

We are required to pick English language licensed cases from EMEA Portal funnel. QM’s need to run the funnel for EMEA Portal and assign the English licensed cases within the team. Monthly volume of such cases is around 20. They are assigned in the same way as NA Portal cases. Here is the query that is required to be run in CRM. We need to replace NA with EMEA in the NAPRTL query and we should see the EMEA cases :

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