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Help Desk Applications

PureShare® SingleView IT provides Help Desk managers, staff and executives with critical status information at a glance, consolidating data from all major service desk systems, ACD systems, SQL databases, spreadsheets, BI tools, remote systems, custom APIs, phone switches and other data sources.

Literally up-to-the-minute and available at the click of a button, PureShare SingleView IT allows customers, management and staff to clearly see the status of open tickets, aging summaries, operational efficiency, and other Help Desk metrics that mean the most to them. This includes executive-level rollups of performance across the operation as well as drill-downs into details as required.

PureShare SingleView IT™ is a modular product that allows Help Desk operators to assemble and publish the combination of proactive metrics they need over time. The solution also offers pre-made dashboards for help desk applications such as Front Range HEAT, Remedy, HP Service Center, Monitor 24-7, Peregrine and more.

	Use PureShare SingleView IT to answer questions like ::

	How are we performing against service level agreements? How many tickets are currently open? What is the open/close rate by client, by operator, by trouble type, etc.? How have specific metrics changed over the past week, month or year? How does our current performance compare to our targets? Are we sufficiently staffed to handle workloads and volumes? What are our peak hours and is our capacity planning sufficient?