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Escalation |
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Effective problem management, ensuring you meet your service level agreements. Server application that monitors calls and activities within the supportdesk system to ensure that calls are escalated and users notified when milestones are approached and breached. |
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Key Features
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Automated escalation of calls at pre-determined SLA breaches |
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Automatic call reassignment based on service rules |
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Ability to scan multiple call folders |
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Activity breaches notified via e-mail plus visual alerts (fig 2) |
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Escalation log report for management analysis (fig 3) |
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E-mail notification and visual alerts of call reminder and SLA breaches (fig 5) |
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Benefits
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Automatically escalate important issues that have been overlooked |
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Make managers aware of potential issues before SLA's are broken |
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Assist with management of and compliance with service level agreements (fig 4) |
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Smooth the call and activity workflow within your helpdesk |
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4. Service level management |
