1. Resolution recommendations enable support managers to close tickets faster


Figure 1: Resolution Recommendation Dashboard

• The top three recommendations are based on the content of past tickets that were successfully resolved
• Recommendations include a link to their description and resolution comments


2. Automated prioritization increases workflow efficiency


Figure 2: Priority Dashboard

• Tickets are prioritized based on ticket age, customer escalation likelihood, and expected resolution time
• Track team member efficiency by comparing the expected resolution time to the actual resolution time


3. Customer sentiment categorization enables leaders to quickly shift focus
   

   Figure 3: Sentiment Dashboard

   • Support tickets are categorized based on customer comments and presented in order of decreasing negative sentiment
   • Redirect team efforts and prepare training plans according to categories that require further exploration


4. Escalation prediction enables managers to improve customer satisfaction
   

   Figure 4: Escalation Dashboard

   • Escalation likelihood is based on sentiment score and urgency index
   • Prioritize support to customers with high escalation scores (highlighted in red)


5. Ticket volume forecasts improve team management
   

   Figure 5: Ticket Volume Forecast

   • Prepare staffing plans for the upcoming quarter through anticipated ticket volume
   • Set a clear team agenda and reduce unnecessary meetings

Acquiring the Tool

To discuss customization and prices, please contact our sales team at Sales@MAQSoftware.com .

Feedback

To get help on a specific question or problem please contact us at Support@MAQSoftware.com .