MetriCare
MetriCare operates like a central ticketing system to manage the case where all cases are registered and accessible by authorized users and managers. The authorized users and managers can access the cases, view progress, view communications or take any desired action on the created ticket.
Why you need Metricare?
The purpose of this feature is to instantly bring clarity in the entire customer care support work area as to what is going on, who is doing what work, where the blockage part and resolution or attention to be placed.
MetriCare Features
Multiple Cases Handling
Users are able to create new case to dedicated customer or contact when necessary. There are no limit max tickets handling to every single user.
Ticket Creation and Integration
Able to generate the ticket via a single click by the users. This would allow users to review both Email and Ticket at the same time.
Auto Acknowledgement via Pre-scripted Response
Allow to customize messages that provide immediate acknowledgement upon receipt of email or email status update from and to customer.
Intelligent Email Responder
Scan the subject of the emails and intelligently perform routing to the specific user group or update the email status to closed, spam and deleted.
Audit Trail
Any changes that made over the case status, description, resolution will be fully captured and display under audit trail logs.
Case Comments
Users are able to insert comments or attached related documents to the case. This is allowing the case handlers to monitor or track the case’s progress.
SLA Tracking
An SLA policy defines the responsiveness service provided which starts when a ticket is created and stops when a ticket is closed. SLA calculation is paused if the current time is non-operation hour and resumed when back to operating hours. SLA tracking on single ticket is stopped when ticket status changed to ‘Resolved’, ‘Closed’ or ‘Marked as Spam’.
Auto-routing Assignment Algorithm
MetriCARE supports smart and flexible case auto routing capability. Both email and ticket can be escalated to perform auto-routing assignment. Which the system to automatically assign the owner or manager on email and/or ticket whenever necessary. This would help the business to manage the tickets to the right people at the right time without any manual intervention.
Auto-reply Email Template
MetriCRM supports auto-reply pre-configured email template when the ticket manager changes the ticket status. Sample auto-reply email template as follow
Secondary Escalation
When an assigned ticket breached SLA level without any actions by the ticket manager, MetriCRM will grab the ticket and place back into the defined routing queue and perform ticket escalation when the routing requirement met. This can be used to be routed to another agent to handle, or routed to supervisor as a means of notification for the supervisor’s action.
Real-Time Analytics
MetriCare analytics provides a series of graphical representative view such as pie chart, line chart, bar chart, table list as well as word cloud. As such, users can just select the parameters via the available options to view the analytics data without the needs of download summary report and redesign the analytics manually via Excel.
Email2Ticket
Email-to-ticket is an included feature that brings transported emails from your mail server to be auto-assigned to ticketing agents for their next action to either instruct to create a ticket or link email to existing open ticket.
Plans & Features
Basic
MetriCare
- All feature in Lite plan (Click Here)
- Ticket Management
- Email2Ticket
- Skill-based routing
- Escalation
- Task Management
Plus
MetriCare Plus
- All Feature In Lite Plan (Click Here)
- All Feature In MetriCare Plan
- Messaging
- Care bot
- Social Media
- AI-powered Analytics
- API Integration
