When peaks in demand occur, they rarely do so uniformly. This means some technicians are overburdened while others are underutilized.
Skilled technicians may be available to handle the demand, but how do you access them?
With Equilibrium, you can distribute incoming support requests to the right representative, support group or vendor.
The problem most support centers face is not with the capabilities of the support center, but with connecting the support incident with the appropriate support rep in an automated, efficient manner.
Equilibrium can automatically assign incoming support requests to the least busy technician or the technician with the most appropriate skills.
By prioritizing support requests and intelligently routing incidents, Equilibrium helps your support organization reduce hold times in an automated manner. Bomgar can automatically route sessions to an overflow queue or alert reps if a session waits too long.
With Bomgar, Texas State University's first call resolution improved by 40-50%, and desk-side visits have decreased by 80-90%. Equilibrium has further helped to streamline processes by auto assigning chat support sessions, resulting in a drastic reduction in dropped sessions and faster pick up times.
Texas State University, San Marcos | Case Study and Interview
One way Equilibrium helps to balance the load of support requests is by automatically assigning tickets to the least busy support rep. If a rep is busy, incidents go to available reps. Whenever a rep finishes a session, he can click a button to get the next ticket that has been in queue the longest.
The least busy support rep is not always the most qualified rep to resolve an issue. That’s why Equilibrium enables managers to match the skills of their support staff with the skills needed to resolve the incoming incident.
With skills-based routing, managers can assign skills to each technician, then assign needed skills and an optional priority level to issues available on the front-end survey. Incoming incidents will then be prioritized algorithmically based on skill, priority and availability.
Routing the end-user to the rep that’s best suited to fix their specific issue reduces transfers and escalations, improving first contact resolution (FCR), session duration and customer satisfaction.
Administrators can enable Equilibrium for any queue, even Embassy queues that route support requests to vendors. A few simple controls within the Bomgar administrative interface allow managers to enable Equilibrium per queue -- whether the general queue, Team queues or Embassy queues.
You can determine how long support representatives have to accept or reject the support requests assigned to them. Rejected or timed-out sessions go to the next least busy representative.
If a session cycles through all available representatives for the queue and is not accepted, it will remain in queue until someone becomes available, manually accepts or transfers it.
Equilibrium knows if a support technician has locked her computer, has multiple sessions opened already, or has been idled for an extended period. It knows these reps are unavailable. Equilibrium will only assign support requests to the least busy available representative.
Keep customer wait times low by alerting representatives of sessions with a high wait time or by routing those sessions to a backup queue.