Backlog Management
Agent Insights
Virtual Teams & Orgs
Build a Rockstar Support Team
- Effortless Backlog Management
- Manage Agents 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 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 your agent's availability and OOTO schedule. Reassign backlog to another engineer.
Coach Your Support Engineers with Unique Insights
Backlog Analytics
Understand the skill matrix of your support engineer and statistics of their past performance.
Soft Skills Coaching
Leverage NLP to understand soft-skill gaps and coach your support engineers. Do joint case reviews and transform the support experience.
Create Teams and Virtual Organizations the Way You Want It
Virtual Teams and Virtual Orgs
Group your support engineers by skill level or by geographical location or area of expertise or by reporting hierarchy. Run benchmarking reports across teams.
Filter Reports by Virtual Teams/Orgs
Leverage virtual teams and organizations as filters to drill down cases and backlog down to a specific team or function
Test drive it for free!
See what Intelligent Support™ Platform can do for you.