Dovetail Software Blogs

One of the common tasks for a support/call center manager is making sure the team is living up to its service level agreements (SLAs). Pretty much every customer I've ever dealt with has different SLAs. As you can imagine, there's a zillion ways for companies to setup and track their SLAs. Example SLAs: All cases must be responded to within ...

I've received a few questions on this recently, so I decided a post is in order. One of the features in Rulemanager (both the Clarify/Amdocs Rulemanager and the Dovetail Rulemanager) is the ability to have it invoke command line scripts/executables via a business rule action. For example: if a case has been in a status of ''waiting on ...