Sophisticated Intelligent Management Tool

NetKeeper Help Desk Supervisor is a sophisticated intelligent management tool that displays information on the help desk system and monitors the progress of the help desk calls. The program automates many features of Netkeeper CRM and NetKeeper Help Desk Captain to improve the response time of the help desk staff.

NetKeeper Help Desk Supervisor acts as an electronic monitor for call escalation to insure that each call is serviced efficiently to help you meet your help desk service goals and increase the efficiency of your help desk. NetKeeper Help Desk Supervisor will prevent calls from "falling through the cracks", by insuring that all calls are handled in a proper and timely manner.

The program’s exceptional flexibility allows you to determine who gets notified, when a call should be escalated and the information to be conveyed. NetKeeper Help Desk Supervisor will scan all open service calls in one or in all defined service call sets.

The program uses rules that you define for the call priority and the service call sets to be scanned. You can apply rules to each case to escalate the call’s priority or to perform other actions such as create a new work order to transfer the case or reassign the queue to a different tech. All actions performed by NetKeeper Help Desk Supervisor are recorded in the help desk log in detail with all notes pertaining to each call.

NetKeeper Help Desk Supervisor summarizes the calls so that at any moment, you can view how many calls remain open, the total number of calls in the system, the number of calls open or closed today. To fully employ the program's features, Netkeeper e-mail and/or paging must be in operation. The programs link automatically.

NetKeeper Help Desk Supervisor operates automatically, once the program installation has been completed. NetKeeper Help Desk Supervisor gives you the flexibility to customize the functions of the program for your individual help desk.

Features

• Logs all actions performed by NetKeeper Help Desk Supervisor in detail
• Automatically scans open service calls in one or many service call sets that you have defined for the help desk.
• Summarizes the calls - at any moment, view calls remaining open, the total number of calls in the system, the number of calls open or closed today.
• Operates automatically, once the program installation has been completed.

The Supervisor lets you...

• Customize the functions of the program for your individual help desk or help desks.
• Define how the program will operate for you. Define the automatic call escalation priorities, automatic notification criteria, the service call sets to be scanned and the information to be conveyed.
• Apply rules to each case to escalate the call's priority or to perform other actions such as create a new work orders or to transfer or reassign a case to a different queue or to a different tech.

SYSTEM REQUIREMENTS

• An IBM PC or compatible computer or an IBM Personal System/2 or compatible computer This is a server service and requires its own dedicated PC. The PC can be an older PC, even a 486 running any flavor of Windows or OS2.
• Microsoft Windows v3.1 or above, Windows NT, Windows 95 , 8MB of total memory, 9.0 Mbytes of hard disk space (to install the entire system).
• A PC network capable of hosting PC DOS or MS DOS. You can use NetKeeper Help Desk Supervisor on Novell, Microsoft LAN Manager, BANYAN VINES, Lantastic and other networks.