Unified AI Platform for Service Desk Management - Intelligence from Voice Calls, Email Processing, Enterprise Search, and Teams Interactions Automatically Feed Manager Insights
Your engineers use Voice AI, Email Agents, Teams Chatbots, and Enterprise Search daily. Manager App consolidates all this intelligence into actionable insights for ticket assignment, escalation prevention, client health monitoring, and team performance optimization.
Leverages data from Voice AI calls, Email Agent processing, Enterprise Search queries, and Teams Chatbot interactions to provide intelligent service desk management and team optimization
Intelligent ticket routing based on skills and workload
Human and AI-generated escalation tracking
Satisfaction and profitability monitoring
Analytics with weekly coaching insights
Intelligent Resource Matching
AI analyzes ticket content from voice calls, email processing, and direct entry to match requirements with engineer skills, certifications, and historical success patterns.
System evaluates current engineer workload to ensure optimal distribution and prevent burnout.
Provides 2-3 engineer suggestions with AI confidence levels for each assignment recommendation.
Once configured, automatically assigns tickets when AI confidence threshold is met (e.g., 90% certainty).
Manager App consolidates intelligence from all AI touchpoints - Voice calls automatically transcribed, emails processed by AI agents, Teams chatbot interactions, and Enterprise Search patterns - all feeding into ConnectWise Manage for comprehensive management insights
Call transcriptions and sentiment analysis automatically feed escalation and performance tracking
Email processing patterns and resolution data enhance assignment algorithms and client health scoring
End-user interaction patterns and deflection success rates inform team performance metrics
Knowledge gap analysis from search patterns helps identify training needs and process improvements
All AI-generated insights automatically sync with ConnectWise Manage - no workflow changes required. Manager App works as an intelligent overlay that enhances your existing processes with predictive analytics.
Every interaction your engineers have with AI tools automatically creates valuable management intelligence
Engineers use voice AI for call documentation → Sentiment analysis feeds escalation detection → Call complexity patterns inform skills-based assignment
AI processes client emails → Response quality and speed metrics feed performance tracking → Communication patterns influence client health scoring
End users interact with Teams AI → Deflection patterns reduce ticket volume → Unresolved queries highlight knowledge gaps for team training
Engineers search knowledge base → Search patterns reveal documentation gaps → Frequency of searches per ticket type informs skills matching
Instead of managing by looking backward at what happened, Manager App uses real-time AI intelligence to predict and prevent problems before they impact your clients or team.
AI matches tickets to engineers before problems escalate
Identify at-risk tickets from communication patterns
Data-driven coaching based on real interaction patterns
By consolidating intelligence from Voice AI, Email Agents, Teams Chatbots, and Enterprise Search, Manager App provides unprecedented visibility into service desk operations and team performance