Teams | Collaboration | Customer Service | Project Management

Knowledge-centred service is a methodology where knowledge is continuously created and updated as part of resolving customer interactions. This knowledge management process improves customer service and organizational productivity.

Since we first launched custom agents in May of 2024, we’ve seen teams use Rovo to build agents in Confluence that help them accomplish everything from turning customer feedback into PRDs to maintaining consistency across large sets of data and processes. And agents are getting even more popular, with over 5M invocations of agents every month. They take the foundation of knowledge that lives in Confluence, and act on it, saving customers over 200K hours in February alone.

Keyboard and mouse activity tracking shows whether an employee is interacting with their computer. It does not automatically show whether the employee is doing meaningful or productive work.

‍For organisations operating under GDPR, NIS2, or national security frameworks, the self-hosted vs SaaS communication platforms differences come down to one question: who controls the infrastructure your sensitive data lives on?

Every hour of overservicing is margin you'll never get back. The question isn't whether it's happening at your agency; it's whether you can see it before the invoice goes out. Most agencies track revenue, headcount, and hours logged. Those numbers feel productive. They fill dashboards and look great in Monday standups. But none of them tell you whether a project actually made money. In my experience, the agencies that grow profitably are the ones that obsess over a different set of numbers entirely.

Every agency owner or operations leader I've talked to has the same complaint. They know AI could help their business, but they can't connect the hype to their P&L. The conversation is always about "efficiency" and "productivity" in abstract terms, never about the number that actually matters: profit per project. This guide bridges that gap.

Overtime is the time an employee works beyond their standard scheduled hours. It occurs when actual work time exceeds the originally planned time, including staying late, starting early, covering an extra shift, or continuing work after hours. The term can also refer to the additional pay employees receive for those extra hours.

The collaboration brings together two established European platforms: Pexip’s secure video conferencing and interoperability infrastructure, and Wire’s MLS-based end-to-end encrypted messaging and collaboration platform. Together, the companies will explore how tightly integrated video and messaging can be deployed within sovereign environments, aligned with the operational and regulatory requirements of government, defense, and critical infrastructure.

Your security posture holds regardless of context. Voice calling is now on the Rocket.Chat mobile app, keeping operators on approved, auditable infrastructure wherever the mission takes them. Native ABAC now extends to support Virtru as an external Policy Decision Point, making channel membership a continuous reflection of live identity, not a static configuration.

A conversation with Freshworks VP of product management Jason Aloia.