For managers and leaders
See risk before it becomes a complaint.
Service promises with business hours, assignment rules, escalation policies, a manager cockpit, department dashboards, an executive view and digests — so leaders read a brief instead of chasing updates.
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Service promises that respect business hours
Define what you promise per priority or customer tier. Clocks pause outside business hours and on hold; warnings go to the owner before a breach, not after.
- Service promises per tier
- Business hours and pause events
- Warning before breach
- Promised-date checks
An assignment engine, not a rota
Rules evaluate conditions and assign by round-robin, weighted workload or skills, with off-hours and no-agent fallbacks and a guard against department mismatches.
- Condition-based assignment rules
- Round-robin, workload, skills
- Off-hours and fallback routing
- Dependency management
Escalation with ownership
Escalation policies re-chase the owner, then the department head. Unacknowledged escalations and "please review" requests sit in the cockpit until someone owns them.
- Escalation hub and policies
- Ownership and acknowledgement re-chase
- Stale and silent-customer checks
- Auto-resume of on-hold requests
Workforce Directory Sync
Connect your HR system and the support roster keeps itself current. New joiners become agents and are invited automatically; department, job title and reporting-manager changes flow through; a leaver is deactivated and their open requests go back to the queue. Permissions stay yours: the sync never changes a role, and owners and admins are never deactivated automatically.
- New joiners invited automatically
- Department, title and manager kept in step
- Leavers deactivated, open requests freed
- Seat limit respected, roles untouched
Dashboards for every level
Agent dashboard, manager cockpit, team scorecard and availability, department dashboards for Finance, HR and Tech, an oversight view with risk panel, and an executive dashboard with CSV export — plus daily and weekly digests by email.
- Manager cockpit and oversight
- Department dashboards
- Executive dashboard and export
- Team, owner and escalation digests
Teams that lean on Control and Reports
Questions, answered
Questions about Control and Reports
Yes. Service promises can vary by priority and by customer tier, each with its own business hours.
No. Daily and weekly digests summarise backlog, risk, escalations and approvals; the cockpit is there when they want detail.
The executive dashboard exports to CSV, and reports such as account health and client payments are available to admins.
Also inside AurDesk
See Control and Reports on your own data.
Book a 20-minute demo. We set up a sample workspace with your channels and walk through your day in it.