Smart Allocate

"Smart Allocate" empowers you to:
- Customize ticket workflows and optimize utilization.
- Gain real-time insights into backlogs and monitor every ticket agent's activity.
- Measure metrics such as containment, average response time, handle time, and occupancy/utilization at both the agent and interaction level.

Reporting

• Real time Agent visibility

• Agent Performance Report

• Containment report

• Agent self reporting

• Interaction level AHT and Performance

Custom Ticket Group

Group tickets with properties using AND, OR & NOT conditions

Text, Contact type, Date/Time, Numbers

Custom Allocation

• FIFO / LIFO

• Priority - 3 levels(high, medium & low)

• Agent Skill basis (Primary and secondary load balancing)

• Schedule a ticket for later

• Same ticket, same agent

• Same customer, same agent

CRM Plugin

• Seamless Integration - Install and Use

• Auto authentication

• Single UI - User does not have to switch tabs

• Custom Fraud prevention workflows