Dispatch
Send the right technician to the right job at the right time. Skill-based dispatch weighs expertise, success history, location, and parts availability to maximize first-time fix—minimizing delays and raising customer satisfaction.
Smart Routing
Precision Assignment
Leaderboard
The leaderboard contains all the necessary information for conducting the analysis. It provides key data points, visualizations, and metrics essential for deriving insights. Users can efficiently utilize the dashboard to explore trends, identify patterns, and support decision-making.
Reference Data
Entitlement, SLA, Support Timing, Shift Timing, Customer Entitlement, Entitlement Precedence, Priority Precedence Rules, Global Setting, Agent Shift, Agent Expertise, Risk Adjuster, Agent Calendar, Agent Capacity Setting, Tie Precedence Rule. These comprehensive insights ensure seamless tracking and evaluation of operational metrics for informed decision-making.
SLA Tracking
Real-time monitoring of service levels.
Agent Expertise
Skill-based routing optimization.
Process
Set a schedule and customize settings to automatically see trending issues. This allows users to automate updates and receive notifications for critical trends. This ensures timely access to insights, improving efficiency and decision-making.
Dispatch
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Route work by skill, success history, and context—so the right expert handles every ticket the first time.
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