New v9.2 Feature - IncidentMonitor™ Integrated Chat
Posted by Riaz Mohammed on Wed, Jun 15, 2011 @ 08:15 AM
IncidentMonitor Integrated Chat provides a very unique chat capability which will allow your service desk to provide the level of support your customers deserve. IncidentMonitor Integrated Chat provides service-based chat, leveraging service items, end user access, resource assignment, etc., as defined in your Service Catalog.
Integrated Chat has its roots with external customer support. Over time, companies have acknowledged that internal customers must have the same level of support as external customers. Integrated Chat is a key feature which will allow your service desk to significantly improve customers support and deliver maximum value to the business.
IncidentMonitor Integrated Chat comes bundled with IncidentMonitor Service Desk Software, AT NO ADDITIONAL COST. Following are some of the features of IncidentMonitor Integrated Chat:
- IncidentMonitor Integrated Chat is NOT an “add-on” module. It was developed using the IncidentMonitor framework and is TIGHLY integrated with other features (Service Catalogs, skills-based routing, reporting, etc.) within IncidentMonitor.
- Because Integrated Chat is developed within IncidentMonitor, you do not have to worry about integration or compatibility issues after upgrades. The chat functionality will be seamlessly upgraded with each IncidentMonitor upgrade.
- NO SOFTWARE DOWNLOAD/INSTALLATION. End users and technicians have access to Integrated Chat from within the IncidentMonitor web portal.
- End users are presented with service-based chat options, from which a chat session can be started. Integrated Chat leverages your service item configurations as defined in your Service Catalog. (See Figure 1 below)
- When the chat session is initiated, an available resource with the appropriate skill-set is engaged. Integrated Chat leverages your skill-based routing configuration for resource engagement.
- Each chat entry is immediately tracked as a task on the chat request. Integrated Chat leverages IncidentMonitor’s task configuration, which provides enhanced audit and reporting for the chat session.
- The resource can “conference” another resource into the chat session to quickly resolve of the issue.
- Resources and end users can attach screen captures, files and hyperlinks during the chat session. All attachments are immediately attached to the chat request. (See Figure 2 and Figure 3 below)
- An existing chat session can be restarted at any time. Integrated Chat creates a request which allows the chat to be restarted at any time, with the complete chat history available to the resource.
- Integrated Chat leverages IncidentMonitor’s reporting framework which provides out of box chat reports. Reports showing wait times, sessions abandoned, chat sessions per resource, etc are available out of the box.
Figure 1. Chat integrated with Service Catalog to provide service-based chat
Figure 2. Technician chat view, showing link to ticket and screen capture
Figure 3. End user chat view, showing attached screen capture.
Contact us to schedule a demo of Integrated Chat, and all other IncidentMonitor features.