Committ and Call Center

[Vowcorp]

Hello everyone! I was wondering if anyone here uses CommitCRM in a call center environment and how you handle certain things within CommitCRM. We have 3-5 technicians that take calls and work a support bin for calls/emails assigned to a "Support" user.

For example, if support calls/emails come in what is your process to assign to a level 2 tech and then escelate to level 3, etc.

Secondly, I was wondering what "types" and "labels" everyone uses and how.

Thanks in advance!