Queues, tickets, rosters, targets and quality scores.
Manage a customer support centre in one system. Phone, email and chat contacts become tickets in queues, routed by skill and language to the agents who can answer them. Rosters follow expected volume by half hour, service targets raise alerts before a breach, and quality scores feed coaching that names the questions an agent keeps losing. Client reports read the same tickets.
- Queues, skills and reason codes entered
- Open tickets and agent lists migrated
- Routing and score form changes handled by us
Support centres, from a small helpdesk to a multi-client floor, use this system, configured by GullySystem around their own queues, reason codes and score forms. Each role sees its own view. Every contact becomes a ticket with a target time, an owner and a history, and the same entries feed rosters, scorecards and client reports.
What goes wrong before the software.
How the work flows through it, step by step.
- 1
Contact arrives
A call, chat or email reaches the centre, the customer is matched to an account, and a ticket opens with the channel, queue and priority already set.
- 2
Routing
The ticket is offered to agents holding the right language and product skills, and a contact that waits too long climbs the queue ahead of fresher ones.
- 3
Handling
The agent reads the account, answers, tags a reason code and writes a wrap-up note, using a canned reply from the knowledge base for common questions. Articles open beside the ticket.
- 4
Escalation or callback
Anything the agent cannot close goes to a senior agent or a tier-two specialist with the history and the reason for the hand-off attached. A promised callback is booked with a time.
- 5
Closure and survey
The ticket closes with a resolution code, a short satisfaction survey goes to the customer, and any complaint is logged separately against the agent who handled it. A reply after closure reopens the same ticket.
- 6
Review
Sampled contacts are scored, coaching is planned for the agents who lose marks on the same questions, and the period’s counts go into each client’s report.
What is inside.
Every module can be switched on, left out or changed to match how your team already works.
The business modules it is built from.
Each one is also available on its own, or inside a system built for you.
- Ticket Management
Every call, chat and email from a customer joins one ticket, and the agent reads the earlier replies before answering.
- Helpdesk Automation
Rules offer a new ticket to agents holding the right language and product skills, and lift the priority when a contact waits too long.
- Workflow and Approvals
A ticket moves from agent to senior agent to specialist team, with the reason and history carried at each hand-off.
- Knowledge Base
Answers and product notes carry an owner and a review date, and open beside the ticket while the agent is on the line.
- Attendance & Time Tracking
Logins, breaks and idle time are recorded per interval, so the planner can set them against the shift that was written.
- Leave & Holiday Management
Agents request leave and swaps, and the planner sees the coverage left in each half-hour interval, with overtime offers listed, before approving anything.
- Performance Management
Low-scoring questions are listed per agent, a session is booked with the trainer, and the agreed follow-up is checked later.
- Dashboards and KPIs
Answered, abandoned, reopened and target-met counts roll up per client and queue for the period an account manager reports on.
How we would put it in.
Setup, data migration, integrations and anything built on top.
One system, each person sees their part.
For agents
Open the next ticket with the account history, find an article beside it, and see your own shift, breaks and scores.
For team leaders
Watch queues, waiting times and tickets near breach on one board, move agents between skills when a backlog builds, and approve swaps and breaks.
For quality analysts and trainers
Sample contacts, score them on the form, and list the agents who need coaching, on which questions, with the playbook page that covers each one.
For workforce planners
Compare expected contact volume with the roster by interval, spot attrition and absenteeism gaps early, and adjust shifts, leave and overtime before the peak arrives.
For account managers
Read the client’s counts, targets met, complaints and reopened tickets, and send the period’s report with a short note on any breach and its cause.
The numbers the owner asks for.
- Answered, abandoned and waiting contacts by queue and interval
- First-reply and resolution times against client targets
- Reopened tickets and repeat contacts by reason code
- Roster coverage against expected volume
- Adherence by agent and team
- Quality scores by agent, question and period
- Complaints and survey results by client
Who this is built for.
- In-house support centres inside retailers, banks and utilities
- Outsourced support centres serving several client brands
- Technical helpdesks with tiered escalation
- Multilingual centres with skill-based queues
- Centres running phone, email and chat together
- Centres with sites in more than one country
When it is not the right choice.
- A small team answering one shared mailbox can work from a ticket tool alone, with no skills, no rosters and no client targets to manage.
- A centre that needs only a cloud dialler and a headset pool will find its telephony platform enough for voice, queues and call recording.
Adapted to your business before it goes live.
You are not handed a login and left to it. The product is set up around your records, your people and the tools you already use.
Works alongside
- Telephony platform
- Chat widget
- WhatsApp or other messaging
- SMS
- CRM
- Single sign-on
- Reporting export
Questions owners ask before a demo.
Is this a telephony platform?
No. Your phone system keeps carrying the voice. This system takes call records and agent states from it and holds the ticket, queue, roster and score around them.
Can a call continue as an email?
Yes. The call opens a ticket, later emails or chat messages from the same customer join it, and a reopened thread after closure lands on the original record. The agent sees the whole thread in order.
How does skill routing work?
Each agent holds a list of languages and products. A queue offers a ticket only to agents on that list, and a long wait raises its priority, so an older Spanish contact outranks a fresh English one.
Will a warning come before a miss?
Yes. Every ticket shows its first-reply and resolution deadlines, and those nearing breach appear on the team leader’s board early enough to be rescued.
Can the roster use expected contact volume?
Yes. Planners enter or import expected volume per half-hour interval and see coverage against it, with each shortfall listed before the roster is published. Final staffing choices stay with the planner.
How are quality scores recorded?
Your form is entered with its questions and weights. Analysts score sampled calls and replies against that form, and the trainer reads results by agent, by question and by period before planning any coaching session.
We serve several outside clients. Can reports be separate?
Yes. Queues, targets, reason codes and the period report are kept per client, and each account manager sees only their own clients.
Can open tickets come across?
Yes. Open tickets, customer records and the agent roster arrive from your current tool as exports, and team leaders read a handful of migrated tickets before the first shift.
What is the cost?
No price is posted. Pricing is quoted in writing once you have seen a demonstration, and the number of seats, channels, queues and client accounts shapes the amount.
What if we have fifteen agents and one mailbox?
A ticket tool may be enough for now. If skills, shifts and client targets are not yet in play, you can keep the shared mailbox and share your requirements again when a second mailbox appears.
Wondering what it would cost? Share your requirements and an engineer will come back with a scope.
Businesses that use this.
See Customer Support Centre Management Software with your own data.
Tell us how you run things today. We’ll show you the parts that matter to you and say plainly what would need changing.
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- A reply within one business day
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