Customer Support [v4.9.3]

For versions:4.9.3

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Customer Support

The function of Customer Support is :

  1. To monitor ticket activity from customers, whether handled directly by the agent or BOT.
  2. To arrange ticket distribution such as ticket reassign, takeover, escalated and transferred.

Login as ‘Supervisor/Agent‘, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login‘ page,

Go to Customer Service menu and click the customer support menus, then you will see a customer support page such as images below.

Dashboard

Dashboard is used to monitor the performance of the Agents and incoming ticket like available tickets, tickets in serving and total active tickets.

Monitoring Dashboard Agent

Agents might not have the time to have an in-depth look into all the incoming ticket and filter them based on different parameters. If they’re looking to get important information about the ticket at a quick glance, monitoring dashboards in 3Dolphins feature lets them do just that.

Monitoring dashboards consist of multiple useful widgets that will help Agent monitor their performance, like login time, break time, productivity time, average response time and average resolution time. Agent can take this information as report material to the Supervisor and also motivate them to do a better performance.

Component explanation :

NameDescription
Productive TimeTotal duration ticket ‘Assigned’, ‘Open’ until the ticket is ‘Pending‘ on the status ‘Available’, ‘Coaching’ and ‘Training’.
Login TimeThe total time the agent logs in a day.
Break TimeThe total time the agent breaks in a day.
Avg Response TimeThe average total ticket duration assigned to one agent.
Avg Resolution TimeThe average total duration ticket assigned until the ticket is closed. But, when the ticket is transferred or escalated to supervisor or other group, then the Agent can’t get total ticket, but the agent will get ‘Response time’.

Monitoring Dashboard Supervisor

Supervisor might not have the time to have an in-depth look into all the Agent reports and filter them based on different parameters. If they’re looking to get important information about the ticket at a quick glance, monitoring dashboards in 3Dolphins feature lets them do just that.

Monitoring dashboards consist of multiple useful widgets that will help Supervisor monitor their team’s performance, like today ticket, top case category ticket and measure live agent productivity. Supervisor can take better data-driven decisions and also motivate their teams to perform better.

Component explanation :

NameDescription
Avg Chat TimeThe average duration first response until the ticket handled by agent.
Avg Response TimeThe average total ticket duration assigned to agent.
Total TicketToday’s total ticket.
AvailableThe total agent available.
In ServingThe total ticket handled.
Logged-InThe total team members are logged in.
Of Active TicketThe total ticket active.
Avg Response TimeThe average total ticket duration assigned to one agent.
Avg Resolution TimeThe average total duration ticket assigned until the ticket is closed. But, when the ticket is transferred or escalated to supervisor or other group, then the Agent can’t get total ticket, but the agent will get ‘Response time’.
Top Case CategoryDisplay top three case category.
Top Closure TypeDisplay top three closure type.

Search in Dashboard

On the dashboard page, you can search tickets based on ‘customer name‘, ‘ticket number‘, ‘ telephone number‘, ‘subject of email‘ or ‘body ticket (message)‘. If search is successful, you will see customer tickets such as the ‘Ticket’ tab, ‘Contact’ tab and the ‘Archive Ticket’ tab based on filtered tickets, as shown below.

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