Revelation 2009

New Features

Customer Feedback:

Feedback forms can be created and delivered to Users upon closing a Call. This can be configured on the project level or an email can be sent manually if needed. Responses are recorded and available in Reports which provide an overall look at responses or responses in their original state.

Workflow:

Workflows are new Templates that allow Admins to set Users on specific, ordered tasks requiring each step to be done in order. The system will automatically track and reassign Users as needed and defined by the Admin providing a full audit trail allowing for Change Management.

Graphic Update:

With the latest release, Revelation 2009 has received a face lift! Take a look around and enjoy our new, sleek design.

Graphic Customization:

Revelations front end will now handle updating your corporate logos. Admins may set these at will for the internal interface. They can now be configured for each individual client or department on the end user interface as well, allowing further familiarization of your End Users to the Revelation interface.

Backend Update:

Revelation has received an update to its backend infrastructure. It now runs on .NET 2.0 and SQL 2005. These updates allow us to bring a number of new features to you without impacting your data. Revelation 2009 is the first step in taking full advantage of these technologies.

iPhone:

Go mobile and add a Revelation Icon right to your iPhone!

Misc:

.NET 2.0/SQL 2005 enabled

Enhanced Features

SLA:

True ”On-Hold” State

A call status can now be designated as On-Hold.  This will stop the clock on a Call for any SLA applied to it.  As always you can create as many as you need and name them as you see fit.

Escalation

Projects now have an option to set any number of escalation targets, either Users or Queues, when an SLA exceeds it Due Date.  Upon reaching the Due Date the system will automatically assign the Call to the Users or Queues designated in the Project.

Email Monitor:

Multiple address

The Email parser now has the capacity to read email from up to ten unique emails.  This will allow for more segmented mail parsing based upon not only the source of the email but its recipient.  You may also have multiple projects within a Client or Department accept email instead of only one.

IMAP

The Email Parser will now read from IMAP accounts as well as POP3 accounts.

Email Notifications:

Matrix Revamp

Admins now have the ability to set notifications to go to the exact people they need per project.  Default people may be chosen based on selections or a specific distribution list may be created so Users who are not directly related to the call may get required notifications.

Call Monitor Revamp

The Monitor functionality has now been split into two selections. One for viewing calls on the Home page and a second for getting on the distribution list of the selected User.  This will allow you to better focus on the data you need.

Email to Action

Users have the ability to create an email entirely within Revelation and automatically copy that email into an Action upon sending.

Call Changes:

End User Priority

End Users now have the ability to set the Priority of their calls if you choose to grant them the option. This can be broken down by End User Access Levels.

Automatic Project Call Assignments

Calls may now be automatically assigned based on Project settings when logged by your technicians without manual intervention.

File Upload Limits

Admins may configure a number of items dictating what can and cannot be uploaded into your system. Restrict the number, size and type of files to be uploaded by any User.

Stop Watch

Techs now have a mechanical way of recording their time in Revelation. By opening or editing an Action they have the option of starting a timer that will not stop until clicked again. Doing so will automatically enter Billable or Non-Bill time based on the elapsed time.

Call Types

Call Types have now been extended to four levels. Keep your current setup without any issue or choose to get even more granular in your reporting on Calls.

Assets:

Active audit

Revelation will perform a discovery on your network polling computers with WMI scripts and importing that data.

Field expansion

Assets will now have access to 40 fields. All can be configured for use and named as needed. Current data will automatically transfer to the new field layout without your intervention.

WMI class

Each of the new fields can be set to read from whatever WMI class you choose. They can be edited to pull back Memory, CPU, HD Space, etc.  There are over 200 classes from which to choose. Select the ones that are best for you!