All requests in the contact center can be roughly divided on:

  • those that have just arrived;
  • those that are in process;
  • solved ones.

There is a field responsible for the current status of the request in EddyDesk. The default values are Open, In progress and Done. You can set the value either manually or with the help of additional settings and Dispatcher rules.

Status is one of the most important parameters for future contact center productivity analytics.

For custom field, depending on its type, you can set it to "Required to fill in" when you change its status. System will not let you change the parameter without adding the necessary information.

Each agent can see his assigned, in progress and closed requests in a separate list. Depending on the stage the question is at, it is possible to distribute requests to the company's subdivisions.