Manager insights are fueled by data captured from Engineer Assist

AI-Powered Operations Hub

TECHS Command Centre

Transform your service desk operations with AI-powered insights

AI Triage

From Reactive to Proactive

See problems before they escalate. Act before clients complain.

Right engineer matched to every ticket instantly

Skills, workload, and client history analyzed

Confidence scores guide assignment decisions

Auto-assign when AI certainty exceeds your threshold

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Pre-Release Access

Select Your PSA Platform

AI Triage

Intelligent Resource Matching

Key Features

Skills Analysis

AI analyzes ticket content from voice calls, email processing, and direct entry to match requirements with engineer skills, certifications, and historical success patterns.

Workload Assessment

System evaluates current engineer workload to ensure optimal distribution and prevent burnout.

Confidence Ranking

Provides 2-3 engineer suggestions with AI confidence levels for each assignment recommendation.

Automated Assignment

Once configured, automatically assigns tickets when AI confidence threshold is met (e.g., 90% certainty).

Key Benefits

Reduce ticket assignment time from minutes to seconds

Improve first-time resolution rates by 40%

Balance workload across engineering team

Ensure tickets go to most qualified engineers

How It Works

New ticket arrives in your PSA

AI analyzes ticket content and requirements

System evaluates engineer skills and current workload

Provides ranked assignment suggestions with confidence scores

Manager approves or system auto-assigns based on threshold

Unified AI Intelligence Platform

TECHS Command Centre 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

Voice AI Integration

Call transcriptions and sentiment analysis automatically feed escalation and performance tracking

Email Agent Data

Email processing patterns and resolution data enhance assignment algorithms and client health scoring

Teams Chatbot Analytics

End-user interaction patterns and deflection success rates inform team performance metrics

Enterprise Search Insights

Knowledge gap analysis from search patterns helps identify training needs and process improvements

Deep PSA Integration

All AI-generated insights automatically sync with your PSA - no workflow changes required. TECHS Command Centre works as an intelligent overlay that enhances your existing processes with predictive analytics.

ConnectWise

Halo PSA

ServiceNow

Autotask

Data Flow

Where the Data Comes From

Each TECHS Command Centre module is powered by specific data captured from Engineer Assist workflows

AI Triage

Historical resolution patterns from tickets

Engineer skill mapping from successful resolutions

Current workload data from active tickets

Escalation Board

Voice call sentiment analysis

Email communication patterns

Enterprise Search query patterns (frustration signals)

Client Health

CSAT scores from resolved tickets

Response time and resolution metrics

Labor hours vs. budgeted hours

Team Performance

Individual resolution rates and times

Per-engineer CSAT tracking

Escalation frequency per engineer

The foundation that makes insights possible: Deploy Engineer Assist first to start capturing the data that powers these management modules.

View Complete Platform Overview

Transform Your Service Desk Operations

By consolidating intelligence from Voice AI, Email Agents, Teams Chatbots, and Enterprise Search, TECHS Command Centre provides unprecedented visibility into service desk operations and team performance

40%

Faster Ticket Assignment

30%

Reduction in Escalations

25%

Improvement in Client Satisfaction

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