Version 8.6.2 Enhancements

Visual Help Desk (Visual HD) leverages the IBM Lotus Domino platform to provide a 100 percent, web-based Help Desk and Call Center solution.

Cost effective and easy to deploy, Visual HD delivers exceptional value by helping you quickly:

• Reduce internal IT support costs
• Increase the level of service and productivity of technical staff and the employees they support.

Visual HD Benefits

Making your Help Desk more efficient
Visual HD reduces the number of calls to your Help Desk by:

1. Decreasing the number of incidents submitted to the Help Desk
2. Reducing the number of phone calls per incident once a problem is submitted. This, in turn, frees up your technicians to more quickly resolve complicated issues

Helping end users help themselves
Visual HD lowers the number of calls to the Help Desk by:

• Providing easy, self-help tools to enable end-users to quickly and easily enter information themselves
• Providing managers with the ability to update users on important information (i.e. Mail Server being down)

• Giving end-users the power to check the status of work in progress and see resolutions to their past issues
• Allowing end-users to quickly and easily enter information themselves

Helping technicians become more efficient
It’s critical that your Help Desk resolve as many calls as possible on the first contact with a customer. And, it’s also important to accurately track every call that comes in.

Visual HD reduces your Help Desk costs by making it easier for technicians to become more productive. It does this by:

• Displaying a unique Home Page for each technician - This home page organizes all work currently assigned to that technician, including new requests and service bulletins. Depending on your business process, these requests can be auto-assigned to technicians or groups, or dispatched manually.
• Utilizing quick calls and call templates - Empowers technicians to increase their first call resolution rate and capture data on common calls that are often skipped due to time constraints.

• Efficiently guiding the technician to try to first resolve the issue by leveraging an integrated knowledge base - Once the call is categorized, the Tier 1 technician will be linked to relevant knowledge base items to help resolve the call.
• Eliminating duplication of effort - Visual HD guides the technician through the process of escalating the ticket. Before the ticket can be properly escalated, the Tier 1 technician can be prompted to answer required questions that the Tier 2 technician will need in order to begin working on the ticket.
• Providing a Manager Home Page that allows users a full view into all Help Desk activities - It also lets users drill down to individual actions and generate graphs and reports.

Multiple task management made easy
Often, a single request requires multiple technicians to be responsible for the solution. Visual HD allows for:

• Complete automation and integration of common requests, such as rolling out new hires, terminating employees or re-locating employees
• Task assignment in a serial or sequential order. (i.e.  tasks assigned to specific technicians based on type of task, employee type, location/department of end-user)

Good reporting makes for a better Help Desk
Help Desk Managers can easily identify problem areas, measure performance of technicians, compare performance against SLAs, and track customer satisfaction with the powerful reporting tools integrated into Visual HD.

• Visual HD is ideal for giving managers a quick snapshot of how the Help Desk is doing in real time. This enables them to identify technicians that may be falling behind, or systems that may be failing and act immediately.
• Detail reports are ideal for measuring improved performance in critical areas. This includes measuring call volumes and performance for any given time period, and for ticket variables such as department, location, end user, asset type, root cause, etc.
• Graphical reports allow managers to quickly create pie charts and bar graphs for all the same variables as the detail reports, which can be exported and included in presentations to senior management.

Auto-Customer Satisfaction Survey Reports make it easy to measure key statistics. The results can also be rolled up into turnkey reports to measure trends

Visual|HD Features

Visual HD is comprised of several functional areas available through a web browser or Lotus Notes Client including:

• Visual HD Incident Tracking
• Employee Directory Database
• Asset Management
• Management Console
• Build Your Internal Knowledgebase
• Technicians Leverage Knowledgebase
• End-user Self Help

Visual HD Incident Tracking allows you to:

• Manage incidents
• Manage and resolve problems
• Look-up caller and asset repair history
• Use multiple forms support
• Configure SLAs and escalations
• Categorize three or four-level problems
• Automatically index existing Kbase documents, based on problem categorization
• Conduct automatic or manual ticket routing
• Use quick call and call template features to allow for common call types
• Use SIMC feature to track multiple calls for a single issue
• Use flexible notification options to configure automatic emails
• Use ticket generation from any email
• Obtain full incident work and edit history
• Conduct Tier 1 technician call coaching
• Create user-definable custom fields

Employee Directory Database allows you to:

• Identify callers by name, extension, or unique employee ID number
• Link employees to assets
• Flag VIPs
• Group end users or technicians
• Establish roles
• Use Automatic Synchronization with Domino Directory or other, such as LDAP

Asset Management allows you to:

• Create custom asset types
• Complete Asset Life Cycle Management
• Group incident history by asset
• Manage leased assets
• Manage roll-out and decommissioning of assets
• Track repair history and status
• Link assets to employees
• Link to IT asset Discovery tools (i.e. LAN Desk, Tally Systems, SMS)
• Link to Bar Coder asset tools

Management Console allows you to:

• Manage problems
• Leverage Turnkey Graphing to identify key problem areas by: category, location, department or asset type.
• Conduct service level performance management
• Generate detailed reports re: ability to reach SLAs
• Email reports to business line and senior managers
• Leverage dashboard of real time statistics
• Record daily calls
• Use closed rate
• Use closed on first contact rate

Build Internal Knowledgebase features:

• Self-building knowledge base from closed incidents
• Knowledge generation and approval capabilities
• Three-level knowledge categorization
• Define reader audience
• Fully customizable
• Full-text indexed
• Support for rich objects (video, sound, graphics, etc.)

Technicians use Knowledgebase to:

• Leverage known problem resolutions
• Guide Tier 1 technicians with knowledge scripts
• Resolve more incidents at Tier 1

End-user Self Help

• Frequently asked questions
• Service bulletins
• Software downloads
• Check status