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2022-02-08 Services & Organisation Committee Meeting Agenda
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SERVICES & ORGANISATION COMMITTEE MEETING AGENDA 8 FEBRUARY 2022
Page 55 of 71
SERVICES & ORGANISATION COMMITTEE MEETING AGENDA 8 FEBRUARY 2022
| Customer Service Channels
Status of Customer Service Channels at Noosa Council
Service System
Channel
Front Technology One ECR, CiA and Ci/ Operational 8:30am-5:00pm
Counter GenesysCloud / ECM/ email/ Some service interruptions due to
Intramaps/ iP@N (Livepro)/ Council | COVID closure
website and Intranet
| Reception Technology One ECR, CiA and Ci/ Closed permanently due to COVID
(level 3 GenesysCloud / ECM/ email/ risk assessment.
Tewantin Intramaps/ iP@N (Livepro)/ Council
Admin website and Intranet
Bldg)
| = | GenesysCloud Operational_8:30am-5:00pm with
after-hours service for emergencies
nn —
Online Council Website/ CiA Operational
Requests
Snap Send Solve Operational, further integration with
CiA proposed for 2022
GenesysCloud Not planned to be implemented at
this stage
Chatbot/Al GenesysCloud/Livepro/Council Not planned to be implemented at
website this stage
Statistical Summary of Operations
e presented with 52,056 inbound calls
e responded to 4,527 emails
e responded to 3,202 online chats
e front counter handled 10,956 interactions
e generated 17,807 requests loaded by the Customer Service branch
e IP@N (Customer Service knowledge system) updated 6,691 article pages
2
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