Knowledge Capture Extension
Articles creation from agent workspace
Articles search from agent workspace
Link articles to tickets
See the list of linked articles
Detach previously linked articles
Templates for new articles
Parse ticket fields to article
Articles flagging
Swarmica core
Easy-to-go Onboarding Wizard
Automatic agents roles assignment
Development tree
Articles Editor
Articles statuses tracking (WIP, Draft, Ready for Approve, Ready to Publish)
Workflow & Dashboard for Approvers and Publishers
Articles Export
Access control for articles content
Articles database backup
Automatic archiving of unused articles
QA & Performance
AI powered QA module
Evaluators workflow & dashboard
Agents' performance review
Automatic benchmarking
Reporting & Dashboards
Swarmica Cumulative Metrica
Agent scorecard
Team scorecard
Average handle time & First Contact Resolution dynamics
Time to Proficiency distribution
Deflection reporting
Volume and HC saving report
Cost savings report
Product improvement dashboard
Semantic clustering for product use cases