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Feature List (continued) |
SiteHelpDesk |
SiteHDskIT |
SiteWebDsk |
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Call Progress Management |
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Traffic light Severity flags based on Escalation / Respond / Fix times |
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Event Text entries |
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Email notifications button |
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Printer Friendly Call details report |
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Follow Up Diary |
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Inventory - 3rd Party Warranty/Maintenance |
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Inventory management - Disposals/Stock issues |
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Inventory – re assignment / Loans |
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File Attachments |
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View Script results |
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Call status Deferral |
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Full Audit Trail of Events / re assignments |
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Knowledge Base Search on Calls/FAQ’s/Links |
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Call Resolution |
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Resolution Text |
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Links to 3rd Party and Internal support documents |
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Operator privileges for Call Closure/Assignments |
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Knowledge Base inclusion flag |
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Time recording for recharging to Departments |
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SLA Performance |
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Call volume analysis |
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Reports and Enquires |
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Flexible data enquires and sort display |
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Drill down summaries to Call detail |
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Flexible QBE report writer/enquiry tools |
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Report Builder sort/display options |
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Report Builder export to spreadsheet |
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Report Builder save /retrieve |
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Graphical representations |
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