I have spent the last 8 years using Assyst Enterprise from Axios Systems which is an IT Service Managment application.
In that time I have developed many different and powerful tools to be used along side the main application.
If you are using Assyst Enterprise and are interested in some of the tools I have developed, please contact me.
Every organisation is different so the tools would need to be tailored to suit and therefore I provide these on a consultancy basis.
This tool is intended mainly for display on a wallboard and on service managers computers. It provides a realtime view of your current situation.
It is completely customisable. As an example, the layout shown in the image displays:
Incidents by Item (last 2 hrs)
Requests by Item (last 0 days)
Incidents vs Requests
Incidents Status (last 0 days) (Open/Closed)
Incidents by Item (last 7 days)
Open Calls by Service Department
SLA Status (In, Near or Out of SLA)
Many of these charts can be combined with the Assyst Browser tool to allow drilling down through the data just by clicking the graph bars.
In a busy call centre, agents can be unaware of the magnitude of an issue because they are all dealing with one person at a time.
With this tool, you would instantly see an increase in the number of calls raised for a particular item and be able to drill down through the data to see if there is a common problem.
Being able to visualise Incident and Request data over long periods of time gives service managment the ability to monitor items or products that are either troublesome or are being requested frequently. This is what makes the Data Mining tool so special.
As an example, you can search for all printers in your organisation and instantly identify the ones that break down the most. The stacked bar chart gives an indication of the priority of the calls raised for each item.
The tool accepts wildcards to allow easier filtering of items. It also allows the filtering of items/products that have a low number of records.
In the example above, you might have hundreds of printers and you are really only interested in the ones where more than 5 incidents have been raised in a year. The tool can be configured so that you can drill down by clicking the bars of the charts, taking you to a web based view of the calls.
This tool was developed out of the need to quickly get an overview of calls logged for and assigned to yourself via a web browser.
This tool requires the authenticaed username to match the Assyst username.
For an Assyst User , the display shows ‘My Incidents’, ‘My Requests’, My Changes’, ‘Major Incidents’, ‘Calls Assigned to Me’ and ‘My Tasks’. This is ideal for support staff to quickly check if they have any new calls while out on site. Any computer on the network can be used by simply using the Windows ‘Run As’ feature.
For standard users, Only ‘My Incidents’, ‘My Requests’ and ‘Major Incidents’ are displayed. This is for allowing your user base to keep a track of their own calls.
Clicking on any call shows the call detail. By default, comments made in the call updates are not displayed for standard users, but this is optional. There are also buttons to ‘Request an Update’ and ‘Add an Update’.
These buttons utilise the Import Processor to adhere to Axios’ conditions of support and are also optional.
The Power Search tool allows you to search records in fine detail. Something that is otherwise difficult to achieve. In Assyst Enterprise, you would have to build a new event monitor for each search, which would be painstaking when you have little information.
As an example, call centre or technical staff may be familiar with a problem, but are unable to remember how it was resolved last time and even who was affected by it. Being able to search using the tiniest fragment of information is invaluable. Maybe it’s an error code in a particular piece of software or there’s a unique word that would be used in it’s diagnosis.
Almost every major field is made available to filter and search. Wildcards are also accepted on all fields. Call data is show below the search parameters.
Large wallboards should be a standard feature for any call centre and High Definition TV’s are inexpensive.
I am able to customise write wallboards to display data not only from Assyst Enterprise, but also other sources such as Incoming Calls on an IPT based ACD telephone system or the number of agents available.