Use overflow routing rules to keep customers from unnecessary waiting

Route Incoming Requests for Remote Support to the Right Technican

The problem most support centers face is not with the capabilities of the support center, but with connecting the support incident with the appropriate support rep in an automated, efficient manner.

Equilibrium can automatically assign incoming support requests to the least busy technician or the technician with the most appropriate skills.

By prioritizing support requests and intelligently routing incidents, Equilibrium helps your support organization reduce hold times in an automated manner. BeyondTrust can automatically route sessions to an overflow queue or alert reps if a session waits too long.

With BeyondTrust, Texas State University's first call resolution improved by 40-50%, and desk-side visits have decreased by 80-90%. Equilibrium has further helped to streamline processes by auto assigning chat support sessions, resulting in a drastic reduction in dropped sessions and faster pick up times.

Texas State University, San Marcos | Case Study and Interview

Assign Incidents Based on Rep Availability

One way Equilibrium helps to balance the load of support requests is by automatically assigning tickets to the least busy support rep. If a rep is busy, incidents go to available reps. Whenever a rep finishes a session, he can click a button to get the next ticket that has been in queue the longest.

Use availability to assign incoming sessions

Assign Incidents Based on Skills

The least busy support rep is not always the most qualified rep to resolve an issue. That’s why Equilibrium enables managers to match the skills of their support staff with the skills needed to resolve the incoming incident.

With skills-based routing, managers can assign skills to each technician, then assign needed skills and an optional priority level to issues available on the front-end survey. Incoming incidents will then be prioritized algorithmically based on skill, priority and availability.

Routing the end-user to the rep that’s best suited to fix their specific issue reduces transfers and escalations, improving first contact resolution (FCR), session duration and customer satisfaction.

Use technical skills to route support incidents

Enable Equilibrium for Any Queue

Administrators can enable Equilibrium for any queue. A few simple controls within the BeyondTrust administrative interface allow managers to enable Equilibrium per queue -- whether the general queue or Team queues.

You can determine how long support representatives have to accept or reject the support requests assigned to them. Rejected or timed-out sessions go to the next least busy representative.

If a session cycles through all available representatives for the queue and is not accepted, it will remain in queue until someone becomes available, manually accepts or transfers it.

Equilibrium knows if a support technician has locked her computer, has multiple sessions opened already, or has been idled for an extended period. It knows these reps are unavailable. Equilibrium will only assign support requests to the least busy available representative.

Create support queues for products, customers, or business units

Use Overflow Routing Rules to Reduce Wait Times

Keep customer wait times low by alerting representatives of sessions with a high wait time or by routing those sessions to a backup queue.

Use overflow routing rules to keep customers from unnecessary waiting
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