Boost Collaboration and
Efficiency with Agent Groups
Organize your service desk agents into specialized groups, fostering a collaborative and efficient support environment.
Streamline Workflows and Enhance Agent Specialization
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Create Targeted Groups
Form agent groups based on skillset, department, or area of expertise (e.g., Complaints, Technical Support, Account Management) -
Efficient Ticket Routing
Route incoming tickets to the most qualified group based on pre-defined rules, ensuring faster resolution times and improved client satisfaction -
Collaborative Problem-Solving
Enable agents within a group to collaborate seamlessly on complex issues, leveraging shared knowledge and expertise for optimal solutions.
Group Performance at a Glance
- Real-Time Group Dashboards: Gain instant insights into group performance with dedicated dashboards displaying key metrics like:
- Number of Tickets: Track the total ticket volume assigned to the group.
- Agent Performance: Monitor individual and overall agent performance within the group.
- Ticket Status Breakdown: Visualize the distribution of unresolved, overdue, open, on-hold, and closed tickets handled by the group
- Identify Trends and Opportunities: Analyze group performance data to identify areas for improvement, optimize resource allocation, and celebrate team wins.
Group your agents for faster resolutions and happier clients
Improved First Contact Resolution Rates
Route tickets to the most qualified agents, leading to faster and more accurate resolutions.
Enhanced Collaboration and Knowledge Sharing
Empower agents to work together and leverage collective expertise for complex issues.
Data-Driven Decision Making
Gain valuable insights into group performance and make informed decisions about resource allocation and training.
Increased Agent Productivity
Streamline workflows and empower agents to focus on what matters most – resolving client issues efficiently.
Improved First Contact Resolution Rates
Route tickets to the most qualified agents, leading to faster and more accurate resolutions.
Enhanced Collaboration and Knowledge Sharing
Empower agents to work together and leverage collective expertise for complex issues.
Data-Driven Decision Making
Gain valuable insights into group performance and make informed decisions about resource allocation and training.
Increased Agent Productivity
Streamline workflows and empower agents to focus on what matters most – resolving client issues efficiently..