Support lifecycle architecture.
Log
A case opens from any channel, timestamped at intake
Route
Rules assign the case to the right queue & owner
Work
The agent updates & the customer sees it happen
Escalate
Breach risk triggers the right hand-off, before it happens
Resolve
Root cause recorded & the customer confirms it's fixed
Close
SLA reconciles & the case posts to the record for good
Built for the team that clears the queue.
Queues sorted by time-to-breach, not time-of-arrival
Formula-matched SLA policies, business-hours milestones, warning and breach states, pause/resume, escalation — with a full SLA audit trail.
Work finds the right person
Push or accept/decline routing across queues with skills, capacity weights, per-channel limits and presence — cases, calls or any other work item, one engine.
Load, presence and breaches on one screen
Live workloads per agent, transfers and reassignment, CSAT captured on the case.
The queue runs on a clock.
The capabilities, stated plainly.
Every row ships today and traces to a capability described on this page.
| Capability | xMatix Support |
|---|---|
| SLA policies with milestone tracking | Native |
| Business-hours and holiday-aware SLA clocks | Native |
| Automatic escalation and queue routing | Native |
| Skills- and presence-based distribution | Native |
| Macros and knowledge articles | Native |
| Capability | xMatix Support |
|---|---|
| Side conversations and case teams | Native |
| Major-incident linking | Native |
| Duplicate case merge | Native |
| CSAT capture at resolution | Native |
| Supervisor console with live SLA risk | Native |
Everything in Support.
SLA policies & milestones
Promises with deadlines the system watches.
Response and resolution targets track on every case, milestone by milestone — breaches are prevented, not reported.
Business-hours clocks
The clock stops when you're closed.
SLA timers respect your business hours and holidays — nobody breaches at 3 a.m.
Escalation & routing
Stuck cases raise their own hand.
Cases route to the right queue on arrival and escalate automatically when they idle — silence never hides a problem.
Queues, skills & presence
Work finds the agent who can do it.
Cases distribute by queue, skill and who's actually online — not by whoever's fastest to cherry-pick.
Macros
The ten-step reply in one click.
Common responses and actions bundle into macros — consistent answers, delivered in seconds.
Knowledge articles
Answer once, reuse forever.
Articles attach to cases and power self-service — the same question stops costing an agent each time.
Side conversations
Loop in the expert without losing the thread.
Agents consult colleagues or vendors alongside the case — the customer conversation stays clean.
Case teams
Hard cases get a whole team.
Complex cases assemble a team with shared visibility — no forwarding chains, no dropped context.
Major-incident cases
One incident, many callers, one fix.
Related cases link to a master incident — resolve it once and every linked customer hears back.
Duplicate merge
One issue, one case.
Duplicate cases merge with their history intact — effort stops splitting across copies.
CSAT capture
Know how it felt, not just when it closed.
Satisfaction captures at resolution, tied to the case and the agent — coaching gets specific.
Supervisor console
The whole queue at a glance.
Live workloads, SLA risk and agent presence on one screen — intervene before the breach, not after.
The questions evaluators ask.
Business hours. SLA timers respect your working hours and holiday calendar, so nobody breaches at 3 a.m. on a Sunday. Response and resolution targets track on every case milestone by milestone, and the aim is prevention rather than reporting: cases that idle escalate automatically, and the supervisor console shows SLA risk live — the intervention happens before the breach, not in next week's review.
By rule, on arrival. Cases route to the right queue the moment they land and distribute by queue, skill and who is actually online — not by whoever's fastest to cherry-pick. Stuck cases raise their own hand: anything that idles escalates automatically, so silence never hides a problem. Hard cases assemble a case team with shared visibility instead of a forwarding chain.
Yes — related cases link to a master incident, so one outage reported by forty callers is worked once. Resolve the master and every linked customer hears back automatically. The same discipline handles the smaller version of the problem: duplicate cases from the same customer merge with their history intact, so effort stops splitting across copies of one issue.
Yes — Support is one application on the platform's single data model, so the agent works the case against the same account record that carries the customer's orders, invoices and field visits. Context does not have to be requested from another team, and what the agent resolves is visible to everyone else who touches the relationship.
Yes — satisfaction captures at resolution, tied to the specific case and the agent who worked it, so coaching gets specific instead of general. Alongside CSAT, knowledge articles attach to cases and power self-service, which means the same question stops costing an agent each time — the deflected case is the cheapest satisfaction score there is.
The operating reality of an Indian support desk: SLA clocks that respect business hours and holiday calendars rather than raw elapsed time, queues that route by skill and load, knowledge that powers self-service in the customer's language, and the case sitting on the same record as the customer's orders, invoices and field visits — so "where is my engineer?" is answered from the record, not from a colleague.
Yes — Support is one application on the platform's single data model, so the agent works the case against the same account record that carries the customer's orders, invoices and field visits. Context does not have to be requested from another team, and what the agent resolves is visible to everyone else who touches the relationship.
