Business Modules

Interaction and Case Portal– All Interactions entered by QueWeb agents are captured in the system, regardless of the communication channel: email, phone, chat, customer portal, and fax. Agents have an ability to quickly resolve the issue using Knowledge Base; otherwise they can further research or escalate/reassign the issue by creating a Case record from the Interaction and maintain a follow up with the Customer. A single interaction can contain several issues and each can be tracked separately. Customers have access to their previous Cases and Interactions through the Customer Portal.

Case Management – Allows the system administrator or Customer Support Agents to create and perform various maintenance activities with Cases. These include: archiving based on the predefined time expiration or conditions, time and statistical metrics maintenance, workflow propagation, user participation in activities and Case loads, notifications and escalations based on the predefined conditions, etc, designating data elements for the Audit control. Workflow Management module is designed to facilitate complex business processes around Cases to ensure the timely and effective resolution and creating an overall satisfying customer experience.

Knowledge Management – This module allows the system administrator to manage the Knowledge base options. The Knowledge base management consists of defining options for Solutions, their usage in Cases, Solution expiration time, Solution user roles definitions (authoring, reviewing, publishing, archiving, and removal).  Solution publishing workflow goes through Draft, Review, Internal, Published and Expired modes while the system monitors corresponding dates, solutions which are not used and notifying Solution Authors to review those that are expired. Solutions can also be published as FAQs for the Customers’ use on the Customer Portal. Customers also have ability to troubleshoot issues by accessing allowed resolutions, which pertain to their products.

Product Management – Allows creating and maintaining various levels of the Product and Product Components.

Customer Management – Provides maintenance of Customer and Organizational records, as well as their relationships with the company’s employees. Customers can be distinguished as external or internal to the Company. Customers can edit their personal records through the Customer Portal.

Email Management – This module allows processing incoming and outgoing email communications through email routing rules. These rules are used to create Cases from incoming emails and to determine Case assignments to the appropriate employees with specific skills or other criteria, i.e. assign to the Agent who last handled this Customer, or has specific experience with the Customer’s Product. This module also allows management of the Inbox and Outbox for each user (size, frequency of polling, MS Exchange accounts, etc). QueWeb Email module can be integrated with Exchange or other Groupware Servers using included connector, IMAP, POP or SMTP protocols.

Logs Management – Monitors and allows browsing for the system and error logs. Several levels of verboseness can be set. Using this module, the system administrator can configure Email Notifications or Alerts when predefined events or system errors occur.

User Management – The system administrator can utilize this module to create and maintain User accounts and Customer accounts for the Customer Portal access. Login IDs and encrypted passwords can also be set or reset. Single sign-on feature for Microsoft Windows Server is pre-built in QueWeb with LDAP look up and authentication.

Access Control Module – QueWeb leverages a sophisticated application-driven permissions access mechanism: All users are organized in Work Groups, which can be associated with appropriate User Roles (i.e. Administrator, Power User, Solution Approver, Analyst, Manager, etc.) Based on these associations, the system provides several levels of access: No Access, Read Only, Write, Delete to any modular component of the system: Focus, Tab, Form or even data element (data field).

Escalations and Notifications Module – The QueWeb system enforces compliance with dynamic workflow processes by using Escalations and Notifications mechanism. Notifications can be email, page or broadcast messages, which occur based on predefined workflow conditions (conditions can be customized to reflect specific workflows). Escalations are time-dependent, and can be triggered upon meeting predefined logical conditions and fire after a set time period. For example, escalation conditions can be based on the status of the Case: Send an email to the Case Analyst if the Case is Not Closed within 30 minutes after its creation time and, as a second-tier escalation, escalate the Case to the Manager if a Case is Not Updated within 1 hour.

Auditing Module – This module allows designating certain fields to be audited. Users with proper permissions can view the history of all changes for the Audited record with timestamp, user name, old and new values.

System Properties Module –the System Properties module allows dynamic management of the System Properties throughout the application. The customer’s system administrator can change any variables using this module. The System Properties tab also contains Out Of the Box all necessary variables to start working in the system after the initial installation: the name of the SMTP server, default email account, locks timeout and other global and system settings.

Customer Portal – This module provides an interface to access the system for the external users. Customer Portal can be installed on a separate Application Server with additional security measures (such as a firewall specifically configured for the external users access). Customer Portal by default will provide access to registered users to view their Own Interactions and Cases (or Cases submitted by their Organization) and Solutions applicable to their owned products. The system administrator can further control what areas of the system Customers can access (Customer Role is a built-in System Role configurable from the Access Control module).