Automatically notify assignees of impending SLA breaches.

  • Workflow Engine

    Design your call workflow with automatic escalation, Status parenting and Open, Resolved and Closed milestones.

Description

SupportDesk’s workflow engine allow you to design the service desk process workflows to suit your organisation.

Proactively monitor your Service Level Agreements (SLAs) with Workflow Engine. Warn your agents and stake-holders of approaching SLA failures and automatically escalate calls through stages your workflow. Use the engine in conjunction with Email Integration for complete visibility on or offline. Ensure a greater level of service with Workflow Engine.

Key Features

  • Automated escalation of calls at milestones such as SLA failure
  • Automatic call reassignment
  • Receive visual alerts of approaching breaches
  • Escalation log report for management analysis
  • Email notification of call reminder and SLA breaches
  • Make managers aware of potential issues before SLAs are broken
  • Help ensure compliance with service level agreements
  • Workflow diagrams display relationships between statuses, and status milestones.

 

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