Automatic Case Escalation and Alerts
Benefits
Rest assured that every case is handled in a professional timely manner. Automatically escalate a case to a higher status level or to another support agent. Automatically alert managers to overdue or critical cases to provide additional support resources. You can customize Escalation and Alerts workflow to match your business's unique processes.
- Customized Escalation - Alert Processes
- Offer Unique Service Level Support
- Support SLA Requirements
- Optimize Support Agents Time
- Ensure Cases are Not Lost
Highlights
Escalation Triggers and Processes
Easily create your own customized case escalation "Rules" hierarchy. Rules based time, case duration, product, service status, and any custom fields can be implemented.
Management Alert Notification
Management alerts to allocate resources. Easily create your own customized case alert "Rules" hierarchy.
Offer Unique Service Levels
Deliver unique service levels to customers based on any set of custom fields. Service levels are based on product, service level agreements, service agents or case category.
Multiple Level Support
Put the right person ont each case. Define multiple-levels of customer support based on product, service level agreement, or case category.
Support SLA Requirements
Case escalation and notification can be configured to support your SLA requirements. Alerts and notifications delivered to your email, on-screen and mobile devices, empowers you to relax and deliver on SLA requirements.