Freshglow

Transcript of the video demo

Hi,

Imagine me as a support center administrator and my primary role is to ensure that the health of my support center is on track. To achieve this, I monitor several dashboards to know the status which requires continuous efforts. what if my ambiance reflects the health of my support center. Welcome to Freshglow.

On installation of this app from the marketplace, we compute service level metrics based on the field that we feel appropriate like escalation, resolution, ticket load, etc. let me install the marketplace application. since this is not listed already, let me simulate the installation.

As you might have noticed, the health of the support center is reflected by the ambiance. According to the default configuration provided, If more than 90 percent of the tickets are resolved on time without escalation, my support center health is awesome. Let us take for an instance, a few tickets are escalated. let me simulate the same.

Now the health degrades and the ambiance becomes amber. This indicated that my health has gone below 90 percent.

Now let us escalate a few more tickets. now the health has gone down furthermore and the ambiance became red. This indicates that the support center needs to take immediate action.

now let us dive into the Ticket load monitoring mode.

in this mode, I will be able to set a threshold for a time range and a color of the ambience when threshold crosses the limit. Initially, the light will be turned off. let us now simulate the creation of a few tickets.

Let me set the time range as 1 hour and threshold as 2 tickets. so, if more than 2 tickets come in the past hour the ambiance will reflect the configuration. In this way, we can know that the ticket load is high in volume and I can act accordingly.

It doesn't have to be the full ambiance, even a small bulb at a corner can serve the purpose.