Manage Team Performance
with SupportLogic Agent SX
Prompt agents to act on meaningful signals; distinct from metadata driven ‘CRM case status’.
Understand the skill matrix of your agents and view statistics of their past performance.
Leverage NLP to understand soft-skill gaps to better coach your agents. Do joint case reviews and transform the overall support experience.
Stack rank cases in real-time based on NLP-driven customer sentiment and urgency.
Visibility to predictive real-time recommendations.
Get a birds-eye manager view of each agents' backlog and break it down by sentiment, age, priority or case status. Quickly identify which tickets needs help.
Group your agents by skill level or by geographical location or area of expertise or by reporting hierarchy. Run benchmarking reports across those teams.
Leverage virtual teams and organizations as filters to drill down your cases and backlog to a specific team or function.
Effortlessly track each agent's availability and OOTO schedule. Reassign backlog to another engineer.
SupportLogic Agent SX gives us a 24x7 coaching and decision engine for our entire support team. By extending the ability to predict and understand the factors driving escalation and customer churn to all of our agents, we will get a multiplier effect on the value of SupportLogic and improve our customer service experience
Giri Iyer, SVP of Global Customer Support and Success, Rubrik