As your player base grows, so do the support requests, turning a once manageable queue into a nonstop challenge.
Relying on outside vendors, or juggling multiple internal teams, introduces new complexities, from meeting strict SLAs to keeping communication consistent across time zones.
If your goal is to maintain a top tier experience for every player, you need clear oversight and real time data to keep everything running smoothly.
Support Overview
Stay in control of your support operations with real-time visibility into workload, efficiency, and team availability. Instantly see where action is needed, reduce wait times, and ensure your team is equipped to handle every request.
- Watch pending work at glance
- Realtime status of tickets in backlog & in progress
- See Average waiting time + Average response time for tickets in backlog and in progress
- Easily see your available workforce
- Understand if you have gaps in knowledge by seeing tickets which cannot be handled by your current available workforce
New Feature
Agent Visibility
Know who is online and who is offline. Check the number of agents available by the hour and spot any gaps in coverage immediately. This visibility helps ensure proper staffing across all support channels.
- See which agents are online and how much work they are capable of handling
- Detailed agent KPIs
- See performance by agents or teams
- Identify if agents have steady workload
Historical Analysis
View historical charts that map ticket creation by hour, day, and week. Understanding these trends helps you plan staffing and adjust support operations to meet player demand patterns.
- Tickets created by hour, day, and week
- Improve the staffing plan based on historical data
- Predict future staffing needs