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Tickets
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Agent responses by email
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Transfer tickets (to agents, departments, groups and other installations)
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Cross-associate tickets, live chats, calls, and tasks
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Automatically suggests related tickets and knowledge base articles
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Comments and resolutions
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View/search ticket history
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Canned replies
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Mark tickets for follow-up
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Ticket surveys
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Advanced ticket searching
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Define custom fields for tickets
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Force complete custom fields (agents only)
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Instant Message feature for agents
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Multiple user-defined signatures per agent
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Enforceable company-wide signature standard
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Dynamic signature attributes by brand, language, etc.
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Intelligent ticket routing (via cherry picking or round robin)
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Custom ticket distribution options
using Events |
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Tickets assigned to agent's brand and/or language
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Automatic and manual rebalancing of ticket workload
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Time logging
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Live Chat
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Auto-translation in over 35 languages
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Handle chats inline or as a popup
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Audible and visual alerts
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Chat idle time warning levels
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Transfer chats (to agents, departments, and groups)
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Cross-associate tickets, live chats, calls, and tasks
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Automatically suggests related knowledge base articles
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View/search chat history
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Automated responses
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Live chat surveys
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Advanced chat searching
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Define custom fields for chats
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Force complete custom fields (agents only)
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Available/Unavailable settings when going AFK
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Get Assistance feature for agents
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Google Maps and Bing Maps integration
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Manage chat queues
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Multiple chat session support
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Co-chat with other agents
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Administrator participation without transfer (coaching)
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Agent chat rooms
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Agent instant messaging
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Automatic agent failover
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Support for alternate agent avatars and identities (aliases)
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Intelligent routing (via cherry picking or round robin)
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Custom chat distribution options
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Live chats assigned by agent's brand and/or language
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Time logging
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Calls
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Track incoming and outgoing phone calls
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Automatically suggests related knowledge base articles
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Cross-associate tickets, live chats, calls and tasks
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Integration with most VoIP systems
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Click-to-call functionality
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SIP-compliant softphone |
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Add-on |
Add-on |
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Tasks
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Time logging
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Assign tasks to agents
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Assign a status to a task (approved, in progress, etc.) |
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Create recurring tasks |
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Visual alerts for overdue tasks
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Cross-associate tickets, live chats, calls, and tasks
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Managers can view and track tasks for their departments |
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Who's On
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Live monitoring of users on website
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Filter visitors by brand, page, or any available attributes
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Advanced visitor and session display in preview pane
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Integrated with live chat for pushing and inviting of live chats
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Filtering of users on website
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World geographic density map
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Who's On surveys
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Integrated with events system for automated actions
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Knowledge Base
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Embed document links in KB articles and news items (attachments)
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Embed flash files (.swf) in KB articles and news items
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Embed media files in KB articles and news items
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Organize KB articles and news items by brand
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Edit multiple KB articles concurrently
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HTML tag stripping tool
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Set stale dates for KB articles
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Mark KB articles for review
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View statistics for a KB article
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View unsuccessful KB search queries
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KB article comments
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Check articles for broken links |
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Quick comment moderation |
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Assign articles to agents for creation |
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Events And Notifications
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Event-driven architecture
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Notification profiles
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Combine multiple actions into a single, manual event |
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Assign actions to events (.e.g. transfers, escalations, notifications)
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Service Level Agreements (SLA) compatible
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Automatically launch surveys from events
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Assign actions to monitored survey results
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Compatible with SmarterNotify real-time notifications
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Reporting
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Over 30 summary reports
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Over 30 trend reports
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Cost analysis reports
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Multiple event reports
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Survey reports by agent, department, or group
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Custom field reports
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Scheduled and on-demand email reports
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Define custom reports
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Dual-axis charting
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Administration
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Agent roles system
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Define company structure
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Multiple brand support
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Hidden departments
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Agent avatars to personalize customer communication |
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Assign departments to a specific language
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Assign departments and agents to specific brands
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Real-time monitoring of tickets
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Real-time monitoring of live chats
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Supervisor monitoring
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Quality control
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Master categories for improved organization |
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Monitor live chat rooms
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Monitor and review individual surveys
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Optimized database for large volumes
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Minimum password requirements and enforcement |
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Extensibility
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External providers with custom fields
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Define custom fields for live chats and tickets
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Link to third-party databases via external providers
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Authenticate customer and agent logins via third-party sources
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Web services allow for integration into other applications
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Web Interface
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Custom CSS for customization of the customer portal and management interface |
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Optimized AJAX controls provide desktop application performance
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Multi-language compatible
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AJAX spell-check
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Rich text editing
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Compatible with most tablets (iPad, Nexus 7, etc.)
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Mobile
Interface
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Low bandwidth interface for smartphones (iPhone, Android, etc.)
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Installation
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Hosted service option (SaaS)
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Failover functionality2
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VPS server installation option
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Shared server installation option
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IIS 7.0+ supported
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Compatible with shared hosting environments
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Supports SQL Server 2008 R2 and higher
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Supports SQL Server Express Edition
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Implementation in Microsoft .NET 4.0
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