LiveTime Software announces major upgrade to LiveTime Support.

Version 2 of LiveTime Support to be launched at UK Helpdesk and IT Support Show.

• Intelligent knowledgebase searching, in the form of "fuzzy logic" search techniques allows users to locate relevant cases rapidly and facilitates accurate, timely problem resolution.
• Expanded Dashboard Metrics and enhanced reporting capabilities add flexibility for reporting at all levels. Reports are presented in a dashboard format to give users a "snapshot" of activity and instant access to key metrics in one view.
• LiveTime Support's new escalation engine lets system administrators and lead technicians create multiple service layers. By acting as a sub system of the application, the escalation engine helps prevent backlogs on the lead technicians' desk. This, in turn, ensures fulfillment of service promises by automating parts of the process and introducing configurable escalation layers. If a request has not been processed it will be automatically dispatched to the next person in the management chain.
• Upgraded reporting functions allow alerts and notification to be routed via email and SMS services so that, for example, status reports can be delivered to managers and administrators at scheduled frequencies. Reports can be customized to provide optimum presentation of information depending on content and recipient making critical business information easily accessible.
• Extra Database (RDBMS) support and flexibility. Version 2 now includes support for IBM's DB2 and Microsoft's SQL server RDBMS's. Enterprises now have the option to switch between commercial RDBMS's without requiring any additional modules.
• Administrators and technicians can now publish reports in PDF. Schedules can be set up to generate reports automatically and distribute them to technicians, managers or relevant employees as required.
• Job timers have been included to allow accurate tracking, reporting and accounting of each case and each technician's workload.