Public holidays, NPS average, SMS templates, Inbox SLA

Tellq update: more Clarity, and Speed for Your Team 🚀

Tellq is taking another step forward — we’ve updated the system to make daily customer support management even simpler, clearer, and more efficient. Introducing new features designed to help you plan better, evaluate performance, and save time.

What’s new?

📅 Holiday Calendar
You can now mark public holidays in advance and plan call distribution for holiday periods. This helps you better prepare for lower or higher call volumes and ensure smooth customer service even during holidays.

2.2.6. Public holidays

In the Tellq system, you can set the required public holidays in advance and choose the desired call distribution scenarios for holiday periods. How to do it: In TL → Settings → Phoneline, a new “Time rules” section is now available: 1. Click on it to create scenarios for a specific period,

TellqGytis

📧 Inbox SLA – Email Response Time
See how quickly customer emails are being answered. Inbox SLA metrics can be monitored:

• by individual mailbox;
• by specific team member.

This makes it easier to identify process bottlenecks and improve service quality.

⭐ Average NPS for Calls and Tickets
No need to analyze individual requests anymore — you can now see:

• average NPS at the team level;
• average NPS at the individual employee level.

This provides a clear overall view of customer satisfaction and team performance.

💬 SMS Templates
When sending SMS messages from the Tellq system, you can now use predefined templates and select them with a single click. Less manual work, more speed, and consistent communication with your customers.