Command Center
サポートの有効性と効率性を 1 つのインターフェイスからバランスよく追及。
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.
- 最長待ち時間、最長処理時間、処理済みセッション数などのグループ データを表示できます。
- 各グループを開くと技術者別のデータを表示できます。
- ドリルダウンして、終了したセッション数やチャネル固有データなどの、各技術者固有の詳細を表示できます。