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Feature Highlights

Help Desk - first level of support

The Help Desk section allows people taking calls to deal with a variety of technical issues such as those related to internal IT and telecommunication systems. The section provides tools for solving common issues on the spot or for passing on to specialist groups.

Key features are:

• Fast caller look-up
• Auto-assignment of issues
• On-line statistics for work-load and trend analysis
• Ability to prioritise issues
• Interface to classify issue for further actions

Tools to improve efficiency

Tools to improve efficiency, communication and administration between the people receiving calls and the people responsible for solving the issues. Each specialist group has a custom view of their assignments. According to complexity or priority criteria, specialists can pick up issues to be processed, re-post them to another specialist group or just put them on-hold.

Key features are:

• Ability to share issues between members of the same group
• Easy take in hand functionality
• Ability to view issues by group
• Quick list for standard actions

Self-Help

All intranet users can record an issue via the Intelligent Intranet. Prior to sending a request to the Specialists, users can access specialist instructions and FAQs for a rapid resolution, thus significantly reducing the total number of calls. All users can trace the status of their request in real time from within the Intelligent Intranet.