Virtual Teams & Orgs
Get a birds-eyes view of agents' backlog and break it down by sentiment, age, priority or case status. Quickly identify which tickets needs help.
Effortlessly track your agent's availability and OOTO schedule. Reassign backlog to another engineer.
Understand the skill matrix of your support engineer and statistics of their past performance.
Leverage NLP to understand soft-skill gaps and coach your support engineers. Do joint case reviews and transform the support experience.
Group your support engineers by skill level or by geographical location or area of expertise or by reporting hierarchy. Run benchmarking reports across teams.
Leverage virtual teams and organizations as filters to drill down cases and backlog down to a specific team or function