It is part of the total change in the platform’s operating approach.
As we announced last week, we have just launched the new version of our Meerkat Cx tool, version 2.0, in order to provide a better service to our customers.
One of the most notable changes is related to the visualization and management of the created tickets. In this regard, and as we have already mentioned, they are still divided by source, but now you can access the initiated chat from a preview without the need to access it.
On the other hand, ticket views are not only split, but with this enhancement it is possible to work with different profiles (supervisor or agent), who obviously have different accesses and permissions. For example, the supervisor has the possibility to execute multiple actions, while the agents have only limited access and permissions.
This has to do with a total change in the platform’s operating logic, since in the previous version each agent could enter and view all the tickets generated and claim one. Now, in order to optimize the team’s task, the ticket will be automatically assigned by the platform following the configuration established by the supervisor. By default, the platform will automatically assign it to the operator with the least number of tickets, in order to always lead to a higher standard of service. Of course, there is still the option to claim it as before.
And one more detail: for example, if a ticket is received by the Support area, all the agents working in that sector will be able to see it, but when they claim it, the only one who will be able to see it will be the owner of the ticket and the supervisor. This prevents operators from stepping on each other’s feet.
In future issues we will continue to explain more about how our solution works.
So, if you want to know more about Meerkat Cx 2.0, please do not hesitate to contact us.