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Screen
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Description
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The main versaSRS HelpDesk screen showing:
i.) The Skill Groups and Users of the Queue
ii.) A list view of the Current calls within the Queue
iii.) Right-hand Reading Pane (display optional)
iv.) VersaSRS HelpDesk Call Search panel
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Call logging screen - tab 1 selected
This screen shows the information that is captured when logging a call.
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The contacts module allows operators to browse VersaSRS contacts managed by VersaDev's CRM system - VersaCRM. On selecting either a Primary or Secondary Requestor contact, the Client Details fields are updated accordingly.
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KnowledgeDev, a module of VersaSRS provides a Microsoft style Knowledge Base tool. Insert portions of knowledge base articles in to the Call Solution field or simply select the appropriate button to automatically insert the knowledge base solution text or hyperlink.
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Call Update screen - tab 1 selected
The Call Update screen allows operators to:
i.) Record comments and time worked against a call
ii.) Provide feedback to requestors
iii.) Resolve and close a call
iv.) Send email to a third-party
v.) Change the Call status
All correspondence and operations performed against a call are logged by the system and form part of the Call Audit log.
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Call Update screen - Billing tab selected
Flexible billing module.
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This screen shows a list of Scheduled Calls (Jobs) within the system and the date they will next appear within the system. Scheduled calls are driven by Call (Job) templates and their recurrence pattern.
Examples of Scheduled Calls:
i.) Perform a tape backup every Friday
ii.) Sales follow up - Call ACME and Monday of the last week of each month. How is the system performing?
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The Scheduled Call Recurrence Pattern management screen.
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Manage Queue Details - Tab 1
This screen shows the general properties that define the Queue.
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Primary, Secondary and Tertiary keys are managed by the system. Combinations of these keys (key sets) can be formed for a given Queue as a way of classifying a Call. Each Queue key set can then be assigned a Priority. Based on the Priority settings for a Queue, this key set governs the Call's Due Date. Note: the operator may override the calculated Due Date either by changing the Call Priority or by entering a specific Due Date.
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VersaSRS HelpDesk user profile management screen.
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VersaSRS HelpDesk Calendar View screen.
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