The Ticket feature allows contact center agents to create and manage tickets, or customer inquiries, in a unified interface. The tickets are associated with customer interactions, such as phone calls, emails, or chats, and can be easily tracked and managed by the agents. The system also allows agents to assign, prioritize, and route tickets to the appropriate team members, and also track their progress and resolution.
The Ticket feature also provides managers with tools to view, analyze and report ticket activity, such as open and closed tickets, response and resolution times, and agent performance. This allows managers to identify issues and trends, and take appropriate action to improve the efficiency and effectiveness of their team.
Features and Benefits
The following are a few benefits of ticketing:
- A ticket management system allows contact center agents and managers to track, manage and resolve customer inquiries and issues through a centralized platform.
- Allows integration with other systems, such as a CRM, which can help agents quickly access customer information and provide more accurate and efficient service.
- Helps contact centers manage customer inquiries and issues more effectively.
- Agents track and manage customer inquiries in a unified interface and managers to analyze and report on ticket activity to identify issues and trends and improve the efficiency and effectiveness of the team.
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