Product Management

QueWeb Customer Care has a sophisticated Product Management facility allowing maintaining a flexibility in Product Catalogue structure. You can create very complex or simple Product hierarchy to reflect your actual products, components, modules along with releases, versions and environments in which such products are installed, deployed  and operate.

Issue Life Cycle

QueWeb offers advanced life cycle management for Tickets. Through a variety of common statuses Customers, Agents, CSRs and Management can track stages of the Ticket resolution. By using Ticket workflow, escalations and SLA management, your Organization always has full visibility into all aspects of  the Customer Care.

Ticket time and statistics module tracks various timing of events and monitors Ticket workflows throughout the life cycle. System calculates and displays time spent in each Status, when the Ticket was Accepted, Owned, Closed, Pending and how long all people worked on it, how many times Customer had to re-open it and much more.