ServiceDesk

Real-time reports

Up-to-date overview of incoming calls and how they are being handled. With extensive data on queues, waiting times, number of calls and the performance of the agents. These real-time reports can e.g. be shown on a wall display in the ServiceDesk room.
Read more about real-time reports

Linking with CRM system

The ServiceDesk can be combined with the PeterConnects Personal Client (a program derived from the Attendant). Based on the caller's number, the corresponding customer information from the web-based CRM application can be displayed automatically. The agent can work directly on this information.

Gathering statistics

All data of incoming ServiceDesk calls are collected. These data can be used to compile various reports to help monitor the quality of the ServiceDesk and the agent(s).

User-defined follow-up time

After finishing a call, the agent will not get a new call for a user-defined time, allowing them to handle remaining aspects of the call (wrap-up time). If agents finish the follow-up early, they can make themselves available again with a press of the button on the telephone.

Logging on or off

Quick and simple logon/logoff procedure for the agents with one button-press.

 

Automatic answering

Queue announcement
When the ServiceDesk is open, the caller will hear a welcome message and an IVR selection menu (optional). When all logged-on agents are busy, a (periodic) queue announcement is played. As soon as an agent is free, the call is sent to them.

Alternative routing outside opening hours possible
The calls are handled based on an open/closed mechanism. When the ServiceDesk is closed, the caller will hear an “at the moment we are closed” message. The call can optionally be forwarded to a voice mail box or an alternative (internal or external) telephone number.