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Incident Status

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NB/ The incident modules are not features offered in this release – please ignore all incident status documentation.

 

Will display if the site has the Incident Module Enabled (core config feature) and in admin – settings – general settings case mode is enabled

 

The incident module enables the tracking of resources (commonly staff) where 2 way interaction between the resource and the contact centre team member(s) requires service level agreement notifications and alerts to the person being tracked and notifications sent to applicable management within your organisation when the resource has not advised that they are OK / is not responding to a request asking that they are OK.  This includes being able to ascertain for example who has not started their shift on time, who was early or late to start their shift, on-going welfare checks based on SLA agreements, escalations and emergency situation tracking & those that have not ended their shift when their roster shift time has expired - all of which can be contained within a single ‘incident’ for the rostered shift with each having their own SLA time and breach.

 

For example you may have staff working out in areas where you need to monitor their safety by having them advise that they are safe and all is OK, if they don’t respond to welfare checks then staff in your call centre will be alerted visually and escalation notifications can be automatically sent to managers / interested parties.

 

If you think your business has a need for this type of resource tracking and wishes to learn more about this module please contact your local support / reseller contact as the module is highly configurable and can be matched to suit varied business needs.

 

 

 

Because of the flexibility of the configuration of this module there are no standard user guide details, each customer is supplied training material based on how they will be using the module.

 

 

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Last modified
15:27, 22 Apr 2015

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