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Seeker Features
The features described below are common to both
Seeker Helpdesk and Seeker Call Manager applications. If you are familiar
with Helpdesk or Call Management Software, this page provides an
overview of the fundamental capabilities of Seeker applications. If the
information below causes your head to hurt, you should read our User Guide
which includes a more general guide to how Seeker works. Please note: the
feature list below is not exhaustive. |
| A Seeker Helpdesk Application has the following components: |
- Users
- Agents
- Team Leaders
- Queues
- Categories
- Sub-Categories
- Priorities
- Service Level Agreements (SLAs)
- Actions
- Parameters
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| Features for Users
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| Users of a Seeker Helpdesk are defined as members
of staff of the company operating the Helpdesk. Users of Seeker Call Manager are defined as people from
outside the organization. Users are able to: |
- Log a call and specify the
- Category of the call
- Sub-Category of the call
- Priority of the call
- Attach a file to the call
- Review their current calls
- Check whether a call is being answered in accordance with Service Level
Agreements
- View the SLAs for Response time and Fix time which are shown graphically and as
actual times
- View the Call list showing exactly how long each call has until each SLA expires (or
how far past each SLA the call is)
- Be aware of calls that are close to passing their SLA expiry times which
are shown in Amber
- Be aware of calls that have passed their SLA expiry times which are shown in
Red
- View the details of a call and see the actions / comments made by Agents
- Add comments of their own to a call
- Receive automated email notification when a call is updated or completed
- Review calls completed in the last month
- Re-activate a completed call
- Amend their own contact details
- Search the Knowledge Base
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| Features for Agents
|
| An Agent is defined as someone who will provide First and possibly
Second Line Support. An Agent cannot administer a Seeker application. An Agent can
log calls on behalf of users and can be a user themselves if they want to log a call for action by another department.
Features affecting Agents are: |
- Agents can log calls on behalf of users
- Agents can log calls as a user
- Agent can only see calls in Queues the Agent is assigned to
- Agents monitor and act on new calls in their queues
- Optional auto notification by email when new call appears in queue
- When a call is acted on the call is assigned to the Agent
- After a call is assigned, Agent can re-assign to another agent in same
Queue
- Ability to change call Category, Sub-Category and Priority
- Ability to change Queue thereby creating workflow
- Ability to suspend call to cater for events beyond Agents control
- Agents select from pre-defined list of Actions and can add description
to support Action
- Calls can be logged and completed in one process for simple tasks
- Optional auto notify user when call is updated or completed
- Search for calls by User or by Call Number or filters (see below)
- Agents can filter calls to see:
- All calls assigned to them
- All unassigned calls
- Calls in a specific Queue
- And can further filter calls to see calls:
- Received today
- Less than an hour old
- Between 1 and 4 hours old
- Between 4 hours and 1 day old
- Between 1 day and 3 days old
- Older than 3 days
- Completed today
- The SLAs for Response time and Fix time are shown graphically and as
actual times
- Call list shows exactly how long each call has until each SLA expires (or
how far past each SLA the call is)
- Calls nearing the SLA expiry time are highlighted in Amber
- Calls that have passed the SLA expiry times are highlighted in Red
- Calls that have been completed are only in the Call List on the day of
completion and are shown as completed
- Calls where the last action was either by another agent or by the user
are highlighted
- Agents can enter the time they spend on a call so a total time spent on
a call can be seen for reporting or billing purposes
- Search the Knowledge Base
- Make an entry to the Knowledge Base
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| Features for Team Leaders
|
| A Team Leader administers the application. A Team Leader can
access all the features that an Agent can use and can act as an Agent if
required by assigning himself to Queues. Features Team Leaders can use are: |
- Add, edit and delete Categories and Sub-Categories
- Assign load factors to each Sub-Category (used to calculate workload of
each Agent)
- Add, edit and delete Queues
- Specify which Queue a Category initially sends calls to
- Specify whether a Queue notifies its Agents when a new call is logged
- Add, edit and delete Priorities
- Specify Response Time and Fix Time for each Priority
- Add, edit and delete Action definitions - these are pre-defined Actions
that Agents select when updating or completing a call
- Add, edit and delete Users and Agents
- Specify which Queues each Agent is assigned to
- Specify the start and finish time of the working day operated by Agents
- Specify the group (or Queue) email addresses used to notify all Agents
assigned to a Queue
- Monitor calls and re-assign to different Agents or Queues as required
- View and amend the allocation of all Agents to all Queues
- Review and delete as required call attachments
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| Application Features
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| Seeker is designed to be transparent so Team Leaders (and other
senior managers) can see exactly how well calls are handled. It also
provides tools to review and share the workload equally between Agents
(this is automated in the Seeker Autoload ACD module.) These functions are built
in to the application. |
- The moment a call is logged a timer starts running for the call
- Seeker constantly calculates the time that has elapsed since the call
was logged
- The calculation takes into account
- The start and finish times of the working day operated by Agents
- Weekends
- Public Holidays for the country the application is being used in
- Times when the call is suspended
- Seeker constantly checks the elapsed time with the amount of time
specifed in the SLAs for each Priority
- A visual aid is given to alert Agents and Users to calls that either
are about to exceed, or have exceeded, the SLAs
- Every time an action is taken, it is recorded against the call
- The call history shows every action and the person responsible for
taking the action - so attempts to distort the SLAs are clearly
visible
- Each Priority level and each Sub-Category are assigned load factors -
these relate to the amount of skill and/or time necessary to deal with a
typical call
- The load factors are used to calculate the workload of each Agent. A
Team Leader can review the workload of all Agents and transfer calls
accordingly.
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| Reports
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| Seeker provides a range of reports visible to Team Leaders
designed to pinpoint weaknesses and strengths in the management of calls.
The information can be used to evaluate the performance of both man and
machine enabling informed decisions to be made regarding training and
allocation of resources. Reports available include: |
- Calls by Agent between specified dates
- Summary of calls by Agent between specified dates
- List of Calls by Status and SLA between specified dates for a single
category
- List of Calls by Category between specified dates
- Summary of Calls by Category between specified dates
- List of Calls by Status between specified dates
- List of Calls by User between specified dates
- Summary of Calls by User between specified dates
- List of Calls logged per day between specified dates
- Summary of Calls logged per day between specified dates
- List of completed Calls by Agent between specified dates
- List of open Calls by Agent between specified dates
- List of current Categories
- List of Active Users
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Please Note ...
