Support System Overview

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📋 What is the Support System?

The Support System bot automates voice-based support sessions, tracking admin performance through a comprehensive point system. Users join a waiting room, admins pull them to support channels, and the system automatically tracks response times, session completion, and user ratings.

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🧩 Key Features

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🎤 Voice-Based Support Flow

Users join a waiting room channel, admins are automatically notified, and sessions are tracked from start to finish through voice channel movements.

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⚡ Automatic Point System

Points are awarded automatically based on:

• Fast Pull Points — Quick response times
• Slow Pull Points — Slower responses
• Completion Points — Completed support sessions
• Rating Points — Based on user ratings (1-5 stars)

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⭐ Rating & Feedback System

After completing a support session, users receive a rating prompt with 1-5 star rating and optional feedback. Ratings contribute to admin’s average rating and total points.

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🏆 Leaderboard & Statistics

Track admin performance with:

• Support Points Leaderboard — See top performers
• Individual Stats — View total points, average rating, completed supports, fast/slow pulls

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🛠️ Point Management

Managers can manually add or remove points by category (fast pull, slow pull, completed support, rating, or total). All changes are logged.

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📝 Logging

All actions are tracked in detailed logs — user joins, admin pulls, session completion, ratings, and point adjustments.

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🧩 Full Configurability

All aspects of the system can be customized — point values, time thresholds, minimum support duration, admin roles, channel assignments, excluded users/roles, and multi-language support (English/Arabic).