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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