Addie Root Cause & Action Planning Guide
Learn how to go deep dive to get the real root cause !
Learn how to create effective action plans using addie !
Addie Root Cause Analysis
A brief Summary
Going deeper in "Why?"
Getting the right insights
Before starting your deep dive anlysis it is essential to identify the main behavior to address.
Define the Level 1 Behavior (What)
After identifying the main behavior, go in deep and review what actions or causes are affecting this behavior
Define the Level 2 Behavior
Data Analysis
Considering which are the cause that impacts the behavior, to fully identify the root cause it is needed to address if it is a kowledge or skill gap, with this you will be able to identify the trigger that generates the cause.
Identify the Knowledge - Skill Gap
Skep Session
Complement with agent insights
Complement your analysis with your agent insights to fully understand what are his needs in action planing.
Addie Action Planning
A brief Summary PT.1
Addie Action Planning
A brief Summary PT 2.
This could be a nice example!
Level 1 Behavior (What?) - Transaction Fields
Level 2 Behavior (Why?) - Selecting the proper PCR / SCR
Skill / Knowledge gap (Why?) - Skill: Using the guide to look the information
Addie full example In 2 of 4 interactions reviewed during the last month, Maria had some issues with logging transaction fields, mostly related with selecting the Primary and Secondary contact reason in Order not Received interactions. This happens since Maria have some difficulties by identifying the correct contact reason because she feels that sometimes the information provided by the customers could be confusing and she is not pretty sure about how to look for the information in the reason code Zendesk guide by using keywords. This end's up affecting GH since the contact reason is not being correctly populated.
Addie RCA & AP Guide
Sergio Morales Zulua
Created on August 8, 2024
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Transcript
Addie Root Cause & Action Planning Guide
Learn how to go deep dive to get the real root cause !
Learn how to create effective action plans using addie !
Addie Root Cause Analysis
A brief Summary
Going deeper in "Why?"
Getting the right insights
Before starting your deep dive anlysis it is essential to identify the main behavior to address.
Define the Level 1 Behavior (What)
After identifying the main behavior, go in deep and review what actions or causes are affecting this behavior
Define the Level 2 Behavior
Data Analysis
Considering which are the cause that impacts the behavior, to fully identify the root cause it is needed to address if it is a kowledge or skill gap, with this you will be able to identify the trigger that generates the cause.
Identify the Knowledge - Skill Gap
Skep Session
Complement with agent insights
Complement your analysis with your agent insights to fully understand what are his needs in action planing.
Addie Action Planning
A brief Summary PT.1
Addie Action Planning
A brief Summary PT 2.
This could be a nice example! Level 1 Behavior (What?) - Transaction Fields Level 2 Behavior (Why?) - Selecting the proper PCR / SCR Skill / Knowledge gap (Why?) - Skill: Using the guide to look the information Addie full example In 2 of 4 interactions reviewed during the last month, Maria had some issues with logging transaction fields, mostly related with selecting the Primary and Secondary contact reason in Order not Received interactions. This happens since Maria have some difficulties by identifying the correct contact reason because she feels that sometimes the information provided by the customers could be confusing and she is not pretty sure about how to look for the information in the reason code Zendesk guide by using keywords. This end's up affecting GH since the contact reason is not being correctly populated.