Just as most companies know from their daily work with phone systems, etrack1 also features a number of different dashboards. Together they offer a comprehensive overview of the strain on the entire customer service center, but also on individual departments or types of requests.
The dashboard shows:
- Current backlog – tickets with unfulfilled service targets
- Total number of tickets
- New tickets today
- Tickets due within the next hour
- Tickets due within the next 4 hours
- Distribution of due tickets over the next 7 days
Of course, the dashboard takes into account the opening hours of the customer service center, as well as the differentiated SLAs of different types of requests.
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