Queue Notification When a customer logs into a queue to request assistance, the system can be set up to send an e-mail to an assigned agent. For example, by creating an alias and sending the notification to a particular address you can create multiple user notification or rotating responsibility. You can also receive e-mail on various wireless devices which allows your agent to not be bound to their stations watching a queue. Skill-Based Question Routing When a customer logs in to request assistance, they can have their call routed to agents with specific expertise according to keywords in their initial question. This allows for the most efficient use of an agent's skill and time by having them assist customers with requests that fall within their field of expertise. Configuring this feature is a three part process: - Setting up an agent's profile involves creating specific profiles for agents. For example, an agent may only use eSupport. Therefore their profile would be a support agent. - Creating a 'Role' allows you to categorize a set of queues. This can be done according to specific skill-sets. For example, if you were a computer vendor you may have a number of queues that deal only with hardware (i.e. printers, modems, and CPUs). You could define a hardware role which would include all of these queues, and then assign your agents with hardware expertise to this role. - The design of Keyword Routing allows you to route a session request based on keywords within a customer's log-in question. If we used the first example from 'Creating Roles and Queues', the keyword router would have the word 'printer' flagged so it was sent to the printer queue. Therefore, if the customer's log-in question was "My printer isn't working", the call would be sent to the printer queue where, after the 'Roles' were correctly defined, a printer expert would handle the session. Customizing the Level of Security A customer's anxiety over the security of their system may deter them from participating in the interactive process. Control-F1 eSupport provides customers with a full spectrum of security choices. From complete access, to required permission, to zero access, a customer can choose the level of security with which they are most comfortable.

Queue Branding The content of a log-in, on-hold, and exit pages of a Control-F1 session can be customized to adhere to any organizations marketing philosophy. There are three options you can brand, they are: - You can customize the content of the customer's log-in page. All areas of the page can be customized, except for the log-in fields themselves. This provides you with the ability to brand the page according to your company's identity, whether it be through the use of logos and/or text. - You can customize the page the customer views when they are on-hold. This page can be Control-F1's default 'On-Hold' page / A web page specifically to inform your customers they are on-hold / Any external web page (e.g. your homepage) / A self-service knowledge base for your customers to browse. - You can select and / or develop Follow Up Content. This is the page that appears when a customer exits a session. This can be customized as well, which provides yet another opportunity for communicating with the customer. You may want to post alternative contact avenues, marketing material on new products, or a brief assessment questionnaire for submission. Creating Specialized Diagnostic Reports Control-F1 eSupport's System Templates tool allows a helpdesk administrator to set up customized templates that facilitate the swift retrieval of information concerning a customer's system. For example, if a company's product encounters problems with certain processors and versions of Windows, a custom template can be built that will, upon the click of a button, inform an agent of the make of the customer's processor and version of Windows they are running. Creating Specialized File Transfer Solution Sets Problems often exist that can be remedied through the transfer of a solution set of files. Control-F1 eSupport provides agents with the ability to save a solution set and transfer them directly to a folder on the customer's system. For example, if a release of software failed to include a .dll and .ini file, an agent can save these files, along with their destination path, for quick repetitive fixes. Agent and Administrator Training Understanding Control-F1's usability features and administration practices will enable your organisation to maximize the customer experience and maintain your service to the highest degree.