Backlog Management
Agent Insights
Virtual Teams & Orgs
Build a Rockstar Support Team
with SupportLogic SX Agent Management
- Effortless Backlog Management
- Manage agent performance
- Track and Improve soft-skills
- Handle vacations and case transfers
- Make your 1:1 meetings data driven
Effortless Backlog Management
Backlog Summary View
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.
Availability and OOTO Management
Effortlessly track each agent's availability and OOTO schedule. Reassign backlog to another engineer.
Coach Your Agents with Unique Insights
Backlog Analytics
Understand the skill matrix of your agents and view statistics of their past performance.
Soft Skills Coaching
Leverage NLP to understand soft-skill gaps to better coach your agents. Do joint case reviews and transform the overall support experience.
Create Teams and Virtual Organizations the Way You Want It
Virtual Teams and Virtual Orgs
Group your agents by skill level or by geographical location or area of expertise or by reporting hierarchy. Run benchmarking reports across those teams.
Filter Reports by Virtual Teams/Orgs
Leverage virtual teams and organizations as filters to drill down your cases and backlog to a specific team or function.
Test drive it for free!
See what the SupportLogic SX Platform can do for you.