Using a recommendation engine, IntelligentQueue presents one task at a time and allows users to accept, reject, or defer tasks. IntelligentQueue provides synchronous communication for teams and allows managers to easily identify complex or cross-functional tasks on the verge of SLA breaches. Managers can also generate useful insights on task status and employee productivity in order to decide which employees need additional training. The application turns front line decisions into actionable insights for managers.
Instead of users asking themselves, “What do I work on next?”, they can now ask themselves, “Can I work on this?”. IntelligentQueue simplifies the process user experience and improves service desk productivity.
Built entirely in and for ServiceNow.
Complete Service Desk tasks in one location (say goodbye to multiple lists!)
Easily accept, reject, or defer tasks
Proactively identify tasks that are likely to become SLA breaches
Route tasks to the the right resources faster
Reduce bounce rate
Improve flow of work through an organization
Reduce wasted time reevaluating work
Identifies individual technicians’ strengths and weaknesses for training purposes
IntelligentQueue Will Help Provide Effective Solutions