The Call screen represents the heart of Support Centre. From here all other relevant information is brought together quickly and easily using fast ‘Type Ahead' technology to allow not only rapid call placement but also full call management. Shown below are screen shots of some of the tabs on the Call Screen, showing Current Status, Summary and Events.
Also available directly from the Call screen are • Contact, Location and Product History • Process Details.
If you choose to turn on ITIL you can also view and manage • Associated Incidents • Problems • Requests For Change.