Agile software development is a group of software development methodologies based on iterative and incremental development, where requirements and solutions evolve through collaboration between self-organizing, cross-functional teams. Agile methodologies have spread into other disciplines, such...
A computer-based technology that allows callers to choose how their call will be routed based on their responses to a voice prompt. #Automation #ServiceDesk #Technology #SupportChannels #SupportCenter
Standalone systems or components of IT service management software which allow support teams and/or administrators to remotely view and/or reconfigure computers or other configuration items on a network. RMM can be used to deploy security patches, update software, and monitor software licensing...
The capability of remotely uploading software programs or upgrades to customers’ workstations. This technology saves service desk or support center staff members from leaving their stations and making trips to the field. See Automatic Software Distribution . #Infrastructure ...
The newest generation of IVR systems. Uses technology that enables a computer to interpret voice commands and convert them to data. #ServiceDesk #SupportChannels #SupportCenter #Automation #Technology
Information on current conditions that is presented without delay. Some real-time information is real-time in the strictest sense (e.g., calls in queue and current longest wait). Some real-time reports require some history (e.g., the last six calls or ten minutes) to make an accurate...
Recorded announcements that encourage callers to wait for an analyst to become available, remind them to have their account number or other pertinent details ready, and provide information on alternative methods of accessing support. #TechnicalSupport #Automation #CustomerService ...
A telephone service that automatically identifies the telephone number of a caller. The number can then be displayed at the receiving station or transferred to an associated computer system, such as a problem management system, or to an ACD for routing. See also Caller ID . ...
A system, which may be composed of several tools and databases, for managing and maintaining information about configuration items (CI's), including incidents, problems, changes, releases and known errors. Often called "CMS," but should not be confused with a Content Management System , also...
The capability of the ACD to route calls based on current conditions. It is based on “if-then” programming statements, such as “if the number of calls in agent Group One exceeds ten and there are at least two available agents in Group Two, then route the calls to Group Two.” ...