Command Center
Balance the effectiveness and efficiency of your support center from a single interface.
Customers are changing the way they communicate with your support center - using more devices and expecting more immediate resolutions for their problems. That's why Rescue's new Command Center gives you a simple way to keep track of key performance indicators in real-time. Now you can easily monitor technician performance, identify productivity issues and resolve problems fast. It's everything you need to know to evaluate the effectiveness and efficiency your helpdesk.
Real-time snapshot
This easy-to-understand dashboard summarizes important metrics for support, so you can better analyze and improve your helpdesk.
- View your team's current capacity, average handle and wait times, the number of active and missed sessions, the percentage of abandoned sessions and more
- Access real-time data from your desktop, smartphone or tablet, so you stay up-to-date on your helpdesk no matter where you are
- Receive notifications when your helpdesk hits customized thresholds, so you know when problems occur and can resolve them quickly
Detailed breakdown
The table view breaks down all the metrics in the dashboard by technician group and channel, so you can easily identify where process issues could exist and resolve them efficiently.
- View group data including their longest wait time, longest handle time, sessions handled and more
- Open each group to view individual technician data
- Drill down to see specific detail about each technician, including the number of sessions closed and channel specific data.