Bendata has launched HEAT Manager's Console, which promises to allow the helpdesk to review and manage support centre functions via a graphical display.
The Manager's Console will show the overall status of operations as a gauge or chart. More detail can be revealed by mouse-clicking on the graphic.
The user can navigate from a summary display to a supporting graph and then into a call-log grid view.
Users can create alert systems by defining metrics, monitoring statistics and setting thresholds. When pre-set thresholds are exceeded, Manager's Console can automatically notify the user of the situation on their workstation display.
Tony Probert, managing director of Bendata, said: "This unique approach to the drill down functionality is the first of its kind for helpdesk management software. HEAT Manager's Console has been designed in response to the increasing complexity of helpdesk issues and recognises that such issues are too numerous to be monitored manually."
Manager's Console will automatically capture the date, time and duration of all changes in status for selected parameters, while corrective actions can also be recorded via Email. This helps managers ensure accountability and responsibility within the helpdesk team, Bendata claims.
The Metric Groups features allows users to view several related metrics together, and be minimised to tabs at the bottom of the screen. Status indicators on the tabs will show the worst case, changing from green to yellow to red when a transition occurs within the group, allowing users to identify problem areas even when working in other applications.
HEAT Manager's Console is shipping now and comes free with HEAT for five seats or more, but costs #2,500 if it accompanies a 1-4 seat licence.
Bendata 01793 428200.
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