Ticket Creation & Tracking

• Tickets Menu Overview
• How to Create a New Ticket
• How to do Tickets Settings
• How to Manage Properties Menu - Tickets
• How to Create Ticket Template
• How to Create a New Pipeline in CRM Ticket Module

SLA Management & Countdown

• How to Implement an SLA Policy
• How to Manage SLA Policies in Qontak CRM

Inquiry Assignment, Escalation, & Agent Management

• Incoming Message Sharing Scheme to Agent
• How to Handover a Chat to an Agent on Qontak Web Version
• How to Handover a Chat to an Agent on Qontak Mobile Version
• How to Set Broadcast in Agents Management
• How to Set Division in Agents Management
• How to Set Agent Allocation in Agents Management

Agent Performance and Quality Assurance

• How to Do Agent Scoring on Qontak Chat
• Explanation of Report Agent Performance Type

Customer Feedback & Report

• How to View and Download CSAT on Reports
• How to View and Download CES on Reports
• How to View and Download NPS on Reports
• How to Set Up Customer Surveys per Channel