Virtual Teams & Orgs
Get a birds-eyes view of each agents' backlog and break it down by sentiment, age, priority or case status. Quickly identify which tickets needs help.
Effortlessly track each agent's availability and OOTO schedule. Reassign backlog to another engineer.
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.
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.