Intuitive and Easy to Learn
Many systems need a steep learning curve but HelpDesk is
intuitive and the well designed screen layouts make the
system easy for operators to both learn to use, and to interface
with on a day to day basis - little, if any, training is
required.
An on screen help system can be called up at any time.
Important 'Call' Information Cannot be Overlooked
Client Call Reports are automatically stamped with the
‘Client’s name, ID, date, & time of call.
Calls must be given a ‘Priority’ rating by the
client logging the call - this rating can be upgraded or
downgraded at any time.
Operators can see the status of their Unresolved Call queue
at all times.
HelpDesk Includes a Database for Client & Operator Details
Client’s ‘Name, Company, Address, E-mail &
Phone numbers’ can be automatically called up from
an associated database(included) and these details will
be incorporated in the Call Report on-screen views.
If the client has a history of calls, then this history,
and the details of the calls are instantly available for
the operator to view - without leaving the main Call screen.
Operator's details are also on file and easily available.
Users Can Easily Manage the Calls They 'Pick-up'
The operator can temporarily leave a call ‘Unresolved’
and take another call, and any of these ‘Unresolved’
calls are listed in that Operator's Unresolved queue for
immediate ‘recall’ at any time.
The operator must change a call status to ‘Resolved’
in order for the system to consider it satisfactorily handled.
An operator can ‘Refer’ a call to another operator
or supervisor if they feel unable to handle it themselves
after first picking up the call.
Call Queue Status Always Visible
The status of Call Queues is displayed on the left hand
side of all main operational screen pages and this enables
the status of all unactioned calls, unresolved calls, referred
calls, etc. to be seen at a glance.
An Operator can instantly get further details and a listing
from the particular queue.
Extensive Reports Quickly Available
'Client' focus reports, 'Operator' focus reports.
A client’s call records, either a single call or complete
history can be presented as an on-screen report or printed
out. Similarly, call reports related to a particular operator
can be quickly called up.
A log is kept of elapsed time taken to resolve each call.
If a resolved call is reopened then the log is opened again
and the operator’s name who opened and closed is recorded.
These logged details form part of the individual Call report
100% Web-based, - No other Software Components to Install
or Maintain
