Service Level Management

Any helpdesk/service desk manager knows how hard it can be sometimes to meet SLA targets. That's why at Serio we give you a comprehensive suite of tools to manage your teams' performance before you produce your management reports.

Online monitoring

Serio provides you with all the tools you need to monitor performance by teams, individuals or across your whole organisation in real-time.

Multiple SLA rules

Serio supports an unlimited number of different Service Level Agreements. As administrators, you can define simple or complex rules based on the agreements you have with your customers. Serio automatically selects the best SLA for you.

SLA Performance Dashboard

SLA

Any helpdesk/service desk manager knows how hard it can be sometimes to meet SLA targets. That's why at Serio we give you a comprehensive suite of tools to manage your teams' performance before you produce your management reports. If you use Service Level Agreements to measure and monitor the service you give to your users, Serio has plenty of tools and utilities to help you.

This updates in real-time, its dial based display showing overdue responses and resolutions - as well as Incidents that will breach their SLA within the next few hours.

A comprehensive suite of reports is provided to help you understand your performance, identify bottlenecks and make improvements.

Comprehensive escalations

Serio includes a full Escalation Engine, and can escalate by eMail or Serio-based messages to customer, team members and managers.

Callback and Response Management

SerioPlus allows you to define Callback and Response times on tickets depending on different criteria. Serio will warn users when such important events are drawing near, so you need never break a commitment again.

Off-line analysis

Identify bottlenecks in your organisation easily. Analyse performance in a number of different ways, including by team, agent, and cause. Serio also allows you to examine the time spent in assignment by team or agent.

Contract Management
Serio Report Package
Scheduled Events and Reminders