A fictional support-team scenario
Customers are waiting too long for support. Test two possible fixes before changing the real operation.
OpsTwin simulates a fictional customer-support team and compares two possible improvements: adding another general support agent or reviewing and assigning new requests faster. It shows how each change affects waiting time, resolution time, and team workload.
The support process
How a customer request moves through the team
- 01New customer requestsIndustry term: Incoming tickets
- 02Review and assign each requestIndustry term: Triage
- 03General support / Specialist supportIndustry term: Level 1 / Level 2
- 04Verify the responseIndustry term: Quality check
- 05Complete the request or handle it againIndustry term: Resolved / rework