Our first responder system lets the help desk administrator and customers know the exact time each help desk ticket is responded to. First Responder measures the time between the time the customer opens a help desk ticket and the time when a customer service rep responds. This is a very relative statistic that helps the administrator of the help desk to gauge how quickly their support is responding. The results show up in each help desk ticket along with the first responder's name. These statistics are tracked by the help desk and can be viewed on a csr by csr basis.
First Responder Info Is Listed In Each Ticket
Administrators Can View Stats For All Customer Service Reps
