Help Desk
Terms
|
- Asset
Management
|
The tracking of hardware
and software assets to facilitate management and
performance trends of your computer systems.
|
- Billable
& Non-Billable Time
|
Billable time is a
measure of the amount of time logged to perform a
task for which a customer will be billed.
Non-billable time is a measure of additional time
spent on an operation over and above the time it
should have taken. Non-billable time can also be
used to record any and all internal operations which
are not charged to a customer. |
- Call
Ticket
|
Information for an
incident or issue collected by the help desk. A call
ticket may contain detailed information such as,
demographics of the customer reporting the incident,
devices involved in the incident, previous case
history, and actions taken toward it's resolution.
|
- Call
Tracking
|
Term that usually
applies to a software package that automates the
process of collecting and managing information taken
for a support or service call. |
- Client
|
The workstations or PCs
connected to a local area network. |
- Client
Access Area
|
An area of the software
application where the client can address helpdesk
issues directly without having to go through a
service agent. |
- Client
Application
|
A computer program that
integrates with the processing capabilities of
another program. |
- Client /
Server
|
A collection of PCs or
workstations that are connected to a Server through
a local area network (LAN). |
- Closed
Ticket
|
A call ticket that has
been resolved and requires no further action. |
- Customer
History
|
The activity of tracking
customer use of the help desk. |
- Customer
Relationship
Management (CRM)
|
The technique of
establishing and maintaining a long-term business
relationship with your customers. CRM involves
utilizing the data collected during your customer
interactions to determine the demographics and
future needs of each customer. |
- Database
Management
System (DBMS)
|
A computer software
program that allows your call center or help desk to
store and retrieve critical business information. A
DBMS may be used within a help desk to store
information concerning a callers company, phone,
fax, e-mail and other demographics as well as a
history of issues of concern. |
- E-mail
|
A way of electronically
transmitting messages via phone or cable lines
connecting computer terminals. |
- Email
notifications
|
Alerts sent via e-mail
which are triggered by one or more specified events.
|
- End-user
|
Customers who directly
interact with help desk or call center software
products. These may include personnel within your
company or external clients who use the software to
contact a call center, internal support desk, or
external help desk. |
- Escalation
|
The act of advancing an
issue to the next appropriate level for resolution. |
- Help
Desk
|
A center providing a
service to internal or external callers to
facilitate the use of their technology assets. |
- Intelligent Call Processing (ICP)
|
A feature of ACDs that
allows them to automatically route calls based on
information from callers or from information
retrieved from your database. |
- Interactive Voice Response (IVR)
|
An application that
allows the calling customer to perform a
computerized function, such as retrieving
information by pressing keys on the telephone
keypad. |
- Internet
|
An electronic
communications network that connects computers and
organizational computers globally. |
- Intranet
|
An electronic
communications network that connects a select number
of computers, for example within an organization or
business. |
- Issue
|
An action, incident, or
situation that requires support or expertise. |
- Knowledge Base
|
A collection of
information usually from a database to aid help desk
analysts in problem resolution. |
- Local
Area Network (LAN)
|
A system of workstations
or PCs connected to a Server, over a short distance.
LANs allow multiple users to access the same
printer, or set of files that reside on the Server. |
- Local
Hosting
|
The helpdesk
application, generally browser based, is installed
on an internal network server and either accessible
across the internal network or via the internet.
|
- Middleware
|
Software applications
allows your call center and help desk collect
information through switches from a variety of
manufacturers. These applications typically run on a
server and bridge applications between different
types of devices and data sources. |
- Natural
Language Processing
|
This technology allows
users to search for help through a knowledge base
using their own terms. |
- Network
|
A collection of
computers and peripherals. This may be over a short
distance as with a LAN, or a large area, as with a
WAN. |
- Network
Management Tools
|
Monitors the health of
your help desk network infrastructure. Collects and
tracks software, hardware, and system configuration
information. |
- Notification
|
Automatic report sent by
e-mail to customers or clients containing specific
information concerning the status of an issue. |
- Number
of Calls
|
The actual or estimated
number of calls arriving over the determined arrival
time. |
- Peer-to-Peer Network
|
A LAN that allows all
workstations or PCs the same level of access to
network capabilities. |
- Personalized User Interface
|
The aspect of a software
application that provides custom information to
users based upon login or other identifying
information.
|
- Query
|
A database search that
retrieves specified information (by keyword, full
text, or other means) from your help desk database
of information. |
- Recurring Issues
|
Actions or incidents
that are handled on a frequent basis, such as
support training or database management that can be
handled by an automatic scheduling tool. |
- Remote
Diagnostic Software
|
Software applications
that can detect computer problems. |
- Remote
(ASP) Hosting
|
Browser based software
that is installed (hosted) at a location not being
that of the users, and accessed via the internet.
|
- Return
on Investment (ROI)
|
The monetary value that
an automated help desk brings to your organization.
Generally, the return divided by the help desk
operating costs. |
- Scheduling Tools
|
Allow help desk Managers
to anticipate staff needed based on call load or
other criteria. |
- Self-help Tools
|
Tools that allow your
support staff, or customers access information to
resolve issues, such as a knowledge bases,
downloadable tutorial, or IVR systems. |
- Service
Level Agreement (SLA)
|
An agreement between the
help desk and a customer to provide a certain level
of service. |
- Web
Based
|
An application which is
developed around internet technologies. The
application is accessible through standard web
browsers enabling some or all of the application's
functionality. A 100% web based help desk has all of
its functionality available through standard web
browser interfaces whether PC, Mac or UNIX with no
other local software required.
|
- Web
Enablement
|
An application that
provides access to your help desk or call center
database of information from any internet-ready PC,
Mac or UNIX.
|
- Wide
Area Network (WAN)
|
A network system that
connects a LAN-based system, usually over leased
phone lines, at various physical locations. |
- Work
Time
|
Tasks completed by the
agent resolving a call after talk time and before
the next call is answered. This may include printing
an issue ticket or completing order information. |
