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| eFACiLiTY™’s helpdesk module manages the work flow of registering, assigning and , resolving of the job requests, problems reported and calls received by the call center by way telephonic calls, emails and alarms from the control systems. Knowledge base helps the helpdesk operators by providing vital information on standard solutions, past solutions history, approved solutions or best practices for faster resolution of calls. |
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Online call booking, emails, tele-calls and control system alarms
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Register Problems, Job Requests, Calls
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Assign, distribute, monitor
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Escalation based on standard SLA
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Recording of all events throughout the life cycle of a call
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Raise, Track and Close Work Orders
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Record solutions and post in Knowledge base
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Service Level Analysis
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Faults and Solutions history
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Fully indexed data for fast searching
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Simple and advanced search functions
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Statistical analysis
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FAQs and Links
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