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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