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Escalations are expensive— they take time and resources away from your organization and lead to customer dissatisfaction and churn. SX Predict finds cases likely to escalate before they do, showing you the smoke before the fire breaks out.

Customer support frustration starts with the time wasted getting a case to the right agent. Even worse, getting the case to the wrong agent means longer case cycles, customer friction, higher likelihood the case escalates, and agent frustration from being assigned a case that doesn’t match their skills or expertise. This all leads to high mean time to resolution (MTTR).

SupportLogic ACE (Agent Coaching & Evaluation) is the simple, streamlined agent evaluation toolkit that promotes a consistent case review and coaching workflow. ACE enables a manager to identify and mentor from the most relevant cases in real time.