Library transaction processing system manual#
Table 4: Baseline Rate **** Channel Inbound Calls, Outbound Calls & Chats (the “Baseline Rate ****”) Manual Transaction Processing (non- Calls or Chats) (the “Baseline Rate ****”) **** **** **** **** **** **** **** **** **** **** **** **** In consideration of and subject to the terms of Section 4.1(b) below, following ****, reductions in the Baseline Rate **** for a given AT&T Channel for a given **** shall apply based on the applicable date as set forth in the tables below. Table 4A: Baseline Rate ******** Channel Inbound Calls, Outbound Calls & Chats (the “Baseline Rate ****”) Manual Transaction Processing (non- Calls or Chats) (the “Baseline Rate ****”) **** **** **** **** **** **** **** **** **** **** **** **** Table 4B: Baseline Rate ****.Īutomation Rate For a given period and Order Class, **** Business Rule Fallout Any Fallout that occurs as an intended result of a configured business rule or process in the workflow of the ASP Solution that, when a Customer Order satisfies the criteria of such rule, is directed to a queue for Manual Transaction Processing or intervention by an Agent.Ĭhannel Inbound Calls, Outbound Calls & Chats (the “Baseline Rate ****”) Manual Transaction Processing (non- Calls or Chats) (the “Baseline Rate ****”) **** **** **** **** **** **** **** **** **** **** **** **** Table 4C: Baseline Rate **** ****. In calculating the above Customer Order/Transaction Cycle Time Service Level Performance Metric for Manually Processed Orders, only those Customer Orders accepted in the ASP Solution in such **** that require **** Manual Transaction Processing shall be included in such calculation.ĪT&T and Supplier agree and acknowledge that from time to time “Special Events” (as defined below) may arise that will temporarily increase volumes of Customer Orders, Contacts and/or Manual Transaction Processing and may require changes in processes or processing requirements. SG021306.S.025.S.001 Chats for **** that failed such requirement in (a) or (b) above resulting in more than the Threshold Percentage of Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and/or Chats (up to ****) of the Transactions requiring Manual Transaction Processing, Inbound Calls, Outbound Calls and/or Chats processed.
Supplier shall focus on meeting service level agreements (“SLAs”) for Customer Order processing, Manual Transaction Processing, Inbound Call handling and other Customer Contacts for AT&T eCommerce.ĪT&T shall pay Supplier for Customer Care Support and Manual Transaction Processing as follows: The Parties shall mutually agree if Manual Transaction Processing or Customer Care Support for a given program (or element of a program) shall be invoiced either on (a) an “FTE Pricing” basis or (b) a fixed fee per Transaction, Inbound Call, Outbound Call or Chat, as applicable, “Transaction Price” (or “Transaction Pricing”) basis.ĬONFIDENTIAL TREATMENT REQUESTED Order No. SG021306.S.025 Handling, First Touch, Second Touch, etc., and tasks to manage and pursue to resolution, issues related to Transactions/ Customer Orders.Įxamples of Manual Transaction Processing in a sentenceīusiness Rule Fallout Any Fallout that occurs as an intended result of a configured business rule or process in the workflow of the ASP Solution that, when a Customer Order satisfies the criteria of such rule, is directed to a queue for Manual Transaction Processing or intervention by an Agent. SG021306.S.025.A.001 Amendment and Restatement of Agreement No. CONFIDENTIAL TREATMENT REQUESTED Agreement No. Confidential treatment has been requested with respect to the omitted portions. **** Certain information has been omitted and filed separately with the Commission. Manual Transaction Processing includes, but is not limited to data entry, “swivel chair” data entry Exception This Amendment and information contained therein is not for use or disclosure outside of AT&T, its Affiliates, and third party representatives, and Supplier except under written agreement by the contracting parties. Manual Transaction Processing means the manual processing of one or more Transactions under a Customer Order by Supplier Agent, For the avoidance of doubt, manual Transaction Processing includes the manual tasks or process performed, excluding Contacts, required to manage and pursue to resolution issues or tasks related to Transactions which have fallen out of the automation processes or cannot reach Completion without investigation or support by an Agent.
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