iAgent being an integeral part of the iSuite, has under it different modules, namely :
- Ticketing Module
- Knowledge Base Module
- Banking Module
- Workflow Module
- Outbound Module
- iSecure Module
The iAgent Ticketing Module Version 2.0, is an add-on to the iAgent, which provides a single and centralized system to manage all of an organization ticketing activities. The ticketing module reduces the complexity of customer support and request management, by providing an easy to use interface fully integrated with in the Agent Contact Center CTI Desktop. Allowing agents to service the caller in the least amount of time, by having the caller information at their fingertips. Empowering the Agents to create ticket, change status of existing ticket, provide resolution, and escalate the ticket to higher authority.
Features
- Tickets can be opened manually or by email
- Tickets have multiple categories and sub categories
- Ticket assignment can be in three methods
- Self- Assignment, where an agent “grabs” the ticket
- Manager Assignment, Where the manager assigns the tickets to a specific agent
- Automated Assignment, tickets are assigned based on the business logic and category of the ticket
- Escalation, tickets can be manually or automatically escalated if not solved with in a configurable set of time.
- Email & SMS Escalation, if an escalation occurs, an email and SMS notification can be sent to the manager
- Archive, tickets are kept in archive, once its closed that can be used to be referenced later
- Reporting, apart from manual reports, detailed reports of all the cases are emailed to manager at end of day / end of week / end of month, which contains summary, like how many cases are opened, how many were closed , how many got escalated
- Role Management, user can be identified as Manager, Admin, Operators, and each of these roles can have specific roles assigned to them
