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Weighting Rules

NameTypeConditionWeight [%]Action
Database escalationsTicket QueueDatabase Escalations50
EscalationsTicket QueueExecutive Escalations70
If the user is a DirectorTicket AttributeDirector = True90
If the user is a Vice PresidentTicket AttributeVice President = True92
Network escalationsTicket QueueNetwork Escalations95

Preset Rules

Prioritize Immediate ResponsesSelect this rule to prioritize responding quickly to a customer to achieve maximum satisfaction. This peaks when a message is received and gradually decreases over the course of an hour. Positive percentage recommended.
-100% 100%
Prioritize Response by Receipt TimeSelect this rule to respond to a customer at the same hour of the day that they sent their reply if a reply is open for more than twelve hours. This assumes that the customer will be on their email at the same time each day. Positive percentage recommended.
-100% 100%
Prioritize Responses During Business HoursSelect this rule to give higher priority to customer replies during the business hours of 8 am (08:00) to 5 pm (17:00) in their time zone if the customer wrote during these hours. Positive percentage recommended.
-100% 100%
Deprioritize Responding During the NightSelect this rule to give lower priority to customer replies between midnight (00:00) and 5 am (05:00) in their time zone. Negative percentage recommended.
-100% 100%
Deprioritize Government Replies During Outside Business HoursSelect this rule to give lower priority to messages from government email addresses during outside hours of 9 am (09:00) to 5 pm (17:00) in their time zone. This applies to email address ending in .gov, .gov.uk, .gc.ca, .gov.au, .go.jp, .gouv.fr, fgouv.be, .gov.it, .gv.at, .gob.es, and .gob.mx. Negative percentage recommended.
-100% 100%
Deprioritize Re-Opened TicketsSelect this rule to decrease priority of re-opened tickets. Negative percentage recommended.
-100% 100%
Increase Priority of Older RepliesSelect this rule to gradually increase priority of the reply over 48 hours to insure that replies are responded to within two days. Positive percentage recommended.
-100% 100%
Increase Priority of Older TicketsSelect this rule to gradually increase the priority of the reply for older tickets over one month interval. This rule can be used to prioritize replying to an older created ticket over a reply to a newer created ticket. Positive percentage recommended.
-100% 100%
Prioritize Responses From the Same AgentSelect this rule to give higher priority to agents that already replied to the customer and lower priority for other agents. Positive percentage recommended.
-100% 100%