GLOSSARY ENTRY (DERIVED FROM QUESTION BELOW) | ||||||
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17:53 Jan 17, 2011 |
Spanish to English translations [PRO] Bus/Financial - Telecom(munications) / RFP | |||||||
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| Selected response from: Charles Davis Spain Local time: 13:40 | ||||||
Grading comment
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Summary of answers provided | ||||
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4 +1 | escalation diagram |
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4 | scalating scheme |
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scalating scheme Explanation: una opción :) |
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Notes to answerer
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escalation diagram Explanation: escalamiento, en este contexto, corresponde a escalation: nivel de escalamiento (telecomunicaciones) = escalation level "En este sentido, ponemos a tu disposición un diagrama de escalamiento de reclamos a través del cual podrás resolver cualquier inquietud o inconveniente. En primer lugar, comunicate con el Centro de Atención al Cliente para explicar el problema que afecta a tus servicios. En base a ello, nuestros técnicos intentarán brindarte una solución en línea. En el caso que esto no sea posible, se registrará un reclamo y se te derivará al siguiente nivel de soporte (con un número de ticket para que puedas consultar su estado). A continuación detallamos el esquema que tendrás que utilizar si el reclamo no fuese resuelto en el tiempo y la forma acordada. Tené en cuenta que un responsable atenderá personalmente el tema. Para eso, seguí paso a paso el diagrama — subiendo el nivel jerárquico del responsable — sólo si el inconveniente no fuese solucionado en la etapa previa." http://iplan.com.ar/atencion-al-cliente/escalamiento "Escalate Effectively It is important to quickly recognize when it is appropriate to escalate issues during a project’s execution, but equally important to know when not to escalate. Escalation can take multiple forms: the type of communication; the level of the resource with whom you communicate, formally updating the key metrics of the project such as timeline, budget, resources required, etc. Escalation is all about getting the right resources involved at the right times through the right communication channels. As an example, if you send an email to an individual and it is clear in his response that he did not understand your request, visit him in person or call him on the phone. If a particular project task to be completed is critical, communicate directly with the resource who is assigned the task in person to ensure expectations are clear. If a problem involving one person occurs but it could be repeated by other team members, call a team meeting to discuss the problem and how it will be avoided in the future. The below Figure 2 is one example of an escalation diagram." http://www.reglera.com/biomed/docs/pm_bc07.pdf -------------------------------------------------- Note added at 40 mins (2011-01-17 18:34:21 GMT) -------------------------------------------------- Disculpe; la primera referencia, para "nivel de escalamiento" = "escalation level" en telecomunicaciones, es de http://www.proz.com/kudoz/spanish_to_english/telecommunicati... -------------------------------------------------- Note added at 1 hr (2011-01-17 19:45:28 GMT) -------------------------------------------------- Los “diagramas de escalamiento” o “escalation diagrams” son jerárquicos. El “escalamiento” o “escalation” es el proceso por el que la atención a las incidencias va pasando a niveles superiores: “NIVELES DE SERVICIO Y ESCALAMIENTO Los Niveles de Servicio corresponden al cumplimiento de los tiempos de respuesta, tiempo de solución temporal y tiempo de solución final acordado en conjunto con el cliente. Es importante resaltar que estos tiempos están clasificados de acuerdo a la prioridad dada al incidente reportado: Alta, media o baja. De acuerdo a la complejidad de las incidencias, manejamos tres niveles de escalamiento... Soporte Nivel 1 -> Consultores especialistas -> Partners” http://www.optimizanet.com/VBeContent/NewsDetail.asp?ID=210&... “Time driven call escalation – ensures your issue is moved to more experienced specialists” http://www.sectra.com/medical/about/support/index.html “The Secure Operations Center (SOC), monitors each device. If a response is not available or if a variable exceeds pre-defined thresholds, an automatic alert is created and ticket generated. The ticket is reviewed by an SOC analyst who then notifies the customer based on escalation procedures [...] ALERTING AND ESCALATION Alerts sent from the managed system are logged, acknowledged, analyzed and then escalated by the SOC. Alerts that impact the managed service delivery, the availability of the device or other monitored devices are escalated to the designated point of contact.” http://www.telehouse.com/MSPDF/Manage_Content_Sec.pdf |
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