Explore 50+ NV Desk Helpdesk Software Features for Efficient Case Management
Discover the detailed list of our powerful Helpdesk Software features to Handle, Organise and Resolve Cases faster.
The NV Desk Difference
Pre-integrated with your contact center
Embeds inside your Contact Center Workspace without any additional CTI connector/integration
Contact Center Integrations
Compatible to fit inside Cisco, Avaya, Genesys, Amazon Connect, Five9, Nice, Dialpad, and Zoom Contact Center Worksapce
Cloud-based
Designed to support the ever evolving expectations of today’s customer; cloud-based so you go live in no time.
Efficient Case Creation and
Managment
Manual
Allows agents to manually create a case by adding key caller and case details into the system
Automatic
Creates a new case automatically by fetching events from integrated CXInfinity or telephony system. Captures events from both voice and digital channels.
Static Fields
Predefined and fixed data fields that remain constant for every case within the system
Attach Documents
Allows agents to attach relevant documents or files with a specific case
Comprehensive Case Overview and
Interaction
All Cases (List)
Displays a comprehensive list of all cases logged into the system regardless of agents’ personal assignments or responsibilities
My Cases
Displays a filtered list of cases specifically assigned to the logged-in user
Edit Cases
Allows authorized agents to modify the details and information associated with a particular case
SLA Display
Showcases the SLA efforts associated with a specific case
Add Comment
Allows agents to save notes in the form of comments while updating information for a specific case
Print Case as PDF
Provides an print cases as PDF for oflline access or documentation purposes
Upload Documents
Options to uppload relevant documents to a case when modifying case information
View Attachments
Options to view the documents associated with a case when editing case details
View Case History
Comprehensive view of all the interactions associated with a speific case for informed decision making
Close Multiple Cases
Ability to select multiple cases and mark them all closed with one-click
Problem Ticket
Group cases seamlessly under a “Problem Ticket” for efficient management
Linked Ticket
Identify and manage related tickets effortlessly with Linked Tickets.
Contact Management
Manage contacts from within the NV Desk interface for faster case handling
Case Searching and Filtering
Search by Case ID
Search a case using its unique Case ID generated by the system itself
Advance Search
Run an advance search by selecting relevant case fields and date options
Filter Cases by Case Status
Filter cases based on thier current status – All, Open, Closed, Pending, Resolved, and Re-opened
Quick Filter
Quickly filter cases based on selections associated with static case fields
Extensive Navigation and Interface
Functionality
New Tab Functionality
Opens a new tab for each new action such as a new search, case, or filter
Toggle Columns
Lets you toggle the case columns to customize the display of a case list – be it All Cases, My Cases, or any other filtered list of cases.
Page Reload
Reloads the page to refresh the content and display the most recent information
Items per Page
Helps set the number of items per page to control the pagination of case listings
Change Language
One-click action to change your workspace language from the available language list
Configure Category
Create Category
Helps create a three-level structure for categories by configuring main, sub, and sub-category in the system.
Dyna Fields
Dynamic data fields to allow agents collect and track additional details specific to certain cases
Manage Categories
View Categories
A comprehensive display of all the categories and their associated data on one single page
Filter Categories (Active, Inactive, All)
Options to filter the categories based on Active and Inactive cases
Quick Editing
Enables you to modify category details with most-recent, relevant information
Schedule Management
Configure Work Schedule (Weekly)
Allows administrators to set up and customize the weekly working schedule for Agents/users
Create & Customize Holiday Schedule
Allows administrators to configure the weekly holiday schedule of Agents/users
SLA Configuration
Add New SLAs
Define new escalation levels for cases(Open and ReOpen) associated with specified category, sub-category, sub-sub category, severity, and case status.
Add Contacts
Quickly add contact details of external or new contacts
Assign Users
Assign SLAs to specific users mapped to the case.
User and Field Mapping
Map Users
Map users to cases associated with specific category, sub category, and sub-sub category.
Load Relevant cases
Map dyna fields to automatically load existing relevant cases based on voice, email, and chat events from the integrated phone system/CXInfinity platfom
Create New Cases
Map dyna fields to automatically trigger a new case based on voice, email, and chat events from the integrated phone system/CXInfinity platfom
Notification Management
Create Templates
Create templates for default email notificated configured in the system (SLA Crossed, New Case Created, Case Updated, Case Assigned, and Case Closed)
Map Templates
Map templates with Agent, Requester, and Cc Recipients to quickly acknowldge and resolve customer requests.
Language Support
Language & Orientation
Gives you options to add a new language and set orientation
View Languages
List of all the available languages that are added and configured for orientation in the system
Configure Locale
Gives you options to set language translations of case management labels for the selected language
Reporting Dashboard
Agent Dashboard
Unified and interactive view of cases specific to the logged-in agent for better engagement
Admin Dashboard
Unified and interactive view of cases from all the agents/users associated with your Admin profile
Filtering Options
Gives you options to filter the dashboard view specific to a category
Pre-canned Reports
A set of pre-canned reports for detailed insights on cases.
Configure Custom Status
Ready for Level up customer
experience with CXInfinity?
Omnichannel + AI + Happy agents = best customer service ever
Add Custom Case Status
Allows you to add a custom status for your cases other than the default type provided in the application
