Metric One Enhancements for Onyx Employee Portal

Metric One enhancements for Onyx Employee Portal are available for purchase directly from Metric One, Inc. We understand the tight relationships customers can formulate with their consulting partners, which is why Metric One offers these enhancement products as software packages complete with comprehensive installation guides.

Metric One can also provide custom programming services to assist you in developing customizations within your own Onyx CRM implementation.

Entitlements for Onyx Employee Portal v4.5, 5.0 & 5.5

Metric One Entitlements for Onyx Employee Portal (OEP) adds comprehensive contract and product warranty capabilities to your existing Onyx system. The system is tightly integrated with Onyx customer product registrations and support incidents to provide an accurate and controlled contract management environment for your contract administrator, service and support users.

Metric One Entitlements for OEP provides automated customer support availability, allowing your support engineers to concentrate on your customers' issue at hand, and not the status of the customers' right to receive service. The process of creating, tracking and expiring Entitlements will no longer be a cumbersome task; Metric One Entitlements will automate these processes enabling your service and support departments to operate at a higher level of efficiency.

Metric One Entitlements is sold as a complete package that incorporates data feed templates allowing expedited integration to your current product registration and order entry systems.

Enhanced Incident Worknotes for Onyx Employee Portal v4.5

Metric One Enhanced Incident Worknotes for Onyx Employee Portal (OEP) provides visual and automated enhancements to the support and service incident screens.

New colored worknotes enable the user to easily determine the source and purpose of worknotes as defined by the standard Onyx pound (#) preceded tags.

These color schemes can be easily modified to any combination of colors and fonts.

The split worknote feature divides the new worknote entry area into two separate areas, one for internal worknotes, and the other for published worknotes. This removes the requirement of having the Onyx user manually type in #publish and #endpublish tags when they desire to publish a worknote to the customer.

Advanced Incident Search for Onyx Employee Portal v4.5, 5.0 & 5.5

Metric One Advanced Incident Search for Onyx Employee Portal (OEP) extends powerful searching capabilities to sales, service, support, and work ticket incidents.

Advanced search interfaces are accessible by the user via the OEP navigation bar categorized by each incident type.

The true power of the search engine is its ability to index and search on individual words found in the worknotes of the incidents. Incident fields such as Type, Status, Priorty, etc. can be entered as search criteria ALONG with individual words found in the description, keywords and worknotes.

The results list of the incident searches are hot linked to allow immediate selection and editing of the incident directly within the OEP interface.

Problem Statement & Resolution for Onyx Employee Portal v4.5, 5.0 & 5.5

Metric One Problem Statement and Resolution for Onyx Enterprise Portal (OEP) provides the ability to summarize the cause and resolution of support incidents, thus enabling a more efficient and effective incident resolution workflow. This customization can also be modeled to integrate with a Knowledge Base system allowing quicker resolution times for well known issues, which in turn, will increase call center productivity.