New Features in LiveTime 5.5

LiveTime version 5.5 comes with over 100 additions and enhancements. Notable changes include:

• KPI Reporting. Supervisors and Managers can now monitor Key Performance Indicators such as the Call Distribution, Volume, Channel and Service Level achievements using the new reports.
  

  SLA Progress

• Service Level Progress. Requests now provide a service level progress bar as it proceeds to completion.
• Improved Performance. LiveTime has been further optimized in this release to provide improved response times and decreased latency.
• New Language Support LiveTime includes built-in translations for English, Spanish, Chinese and Romanian. Languages are automatically detected based upon the users operating system settings.
• Team Based Separation. New request filters provide access to all requests based upon each users Team membership. This enables further request separation across departments and business units without requiring separate instances.
• Parameter Based Email. Email base templates now include the ability to insert First Name, Full Name, User Name and Password parameters as required.
• Customer Quick Calls. Quick Calls can be optionally triggered within the Customer Portal. Common requests can be exposed directly to customers for rapid submission. These can be optionally tied to specific Items or require manual selection.
• Team Notifications. Default Notifications are now controlled on a per Team basis. When upgrading to 5.5, as the Supervisor, go to the User > Teams > Team Information screen and refine the default Request Notification setting for the Team as desired.


Escalation and De-escalation controls

• Escalation and De-escalation Controls. Requests now have the ability to escalate and de-escalate as desired. If a request is escalated and subsequently de-escalated it will return to the original technician that escalated the call.
• Request Level Alerts. Any Request can now have associated alerts which can be published against individuals or against user roles as necessary.


Request Level Alerts

• Impact and Urgency Driven SLA PrioritiesItem Criticality now drives SLA priority in combination with request urgency.