Configuration Guide¶

The configuration page is used to manage system settings, reference data and manage administrative options. Its also used to control specific fields of data.

Screenshot: Configuration page in ZZ Portal

Clients Section¶

The clients section holds the clients data which includes contact types, azure tenant config and onboarding status. This section can also be used to onboard or add new clients.

Screenshot: Client page

Onboarding A Client¶

• First you have to identify the name of the company, you can also search by ConnectWise companies

• The next step is to add them to their new pod and contract

• You can then select what feature flags you would like to enable, these include:

  • Automatic Triage: Auto categorise and prioritise incoming tickets using AI analysis
  • Automatic Assignment: Auto assign tickets to the best suited available employee
  • Direct Assignment: Allow direct ticket assignmnet instead of suggestion only mode
  • Workflows: Enable automated multi-step workflows for the clients tickets
  • Customer Forms: Allow customer facing form submissions and intake workflows

• After this you will be taken to the team mapping and external link step, here you will pick the best suited team/employees for the clients tickets. The external links that can be added are the Azure Tenant ID and IT Glue Organisation ID

• You can then review all the information you have entered and then click the "Onboard Client" button

Screenshot: Onboard new client steps

Add New Client¶

• You will need to fill out a form to preform this action, you will need to have the clients details as well as ids,

Screenshot: Add New Client Form

Scores¶

Technical Level Scores¶

Technical level is based on the triage process. It determines based on the prompt what level the ticket is, this will be Level 1, 2 or 3. Then when searching through the list of technicians, it will weight the scoring depending on if their technical level matches. If it matches the score bumps up, if it's higher than their level it bumps them down and if their higher it bumps them down a bit but they can still be assigned the ticket if none of the levels are available.

Screenshot: Technical level calculations

Workload Scores¶

Workload score is based off of ticket assignment score and then booked time, from here we can book in client appointments etc

Screenshot: Workload Calculation

Availability Scores¶

The availability score is used to calculate the work load of the technicians. This determines how much time the tech has and gives them a score based on this.

Screenshot: Availability Calculations

Assignment Window Scores¶

Assignment Window Score is in place to prevent the technicians from being overwhelmed with tickets. When a ticket is assigned, it updates the last assigned field and then this is checked and based on the weighting in the config, it then will bump them down by a certain amount.

Screenshot: Assignment window calculations

Skills¶

This section is going to be used to help triage tickets effeciently. It will use employees soft and technical skills and assign the tickets to the best suited tech. These skills will be determind from ticket closures. For example if a user has closed multiple performance tickets, then they will have that skill put against their name. This will then be used when triaging tickets to allow for more effecient ticket closure.

Configurations¶

Board Pod Configurations¶

Board pod configuration is used to show the ConnectWise ticket queues for each pod.

Screenshot: Board Pod Configuration

Field Configurations¶

Field configuration is the mapping of the fields between ZAI and the connectwise instance it's linked to.

Screenshots: Field configurations