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ACD Training

ACD Training. Agenda. Logging In Header Toolbar Main Dashboard Calls My Agents Searching Calls Reports. Portal Log In. Go to https://acd.voip.elnk.us Agent and Supervisor URL is same Access is controlled through login details. Header Toolbar.

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ACD Training

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  1. ACD Training

  2. Agenda • Logging In • Header Toolbar • Main Dashboard • Calls • My Agents • Searching Calls • Reports

  3. Portal Log In • Go to https://acd.voip.elnk.us • Agent and Supervisor URL is same • Access is controlled through login details

  4. Header Toolbar • Capability to make yourself Busy (Red) or Ready (Green) • Supervisor User Capabilities • Logout • Change Password • Change Location Monitoring

  5. Main Dashboard • Single screen to manage Agents and Calls in Queue • Capability to collapse section that is not required (highlighted in red below)

  6. Standard Options • Sections Calls, Agents, and Search Calls have similar navigation functionality • Search Agents • Opens the Search Option • Choose Number of Agents to View on Page • Options range from 10 - 50 • Ability to page through all agents • Refresh Information • Total set of agents as well as which ones are currently being viewed

  7. My Agents Menu • My Agents menu allows you to monitor agents to see live activity and status • Options to monitor: • Subset of agents • All agents • Ability to modify which queues and/or agents that are being monitored

  8. My Agents Menu Continued • Select an Agent in the list and you will be able to perform the following actions: • Make Busy • Make Ready • Edit • Remove From Monitored

  9. Edit Agents • From the My Agents menu you can Edit Agents • Not all fields are modifiable • Modify the email address • Reset Passwords

  10. Modifying Queues to Monitor • At the queue level you can easily modify whether you are monitoring All Queues or choose a specific queue to monitor • Simply select the arrow, the drop down will allow you to select the queue to monitor

  11. Configuring Queues • Select the Queue to Configure • Select Agent(s) • To select multiple agents hold the Ctrl button while selecting the agent • Set Agent(s) Priority

  12. Adding Agents to Monitor • If monitoring a subset you can select additional agents to monitor through the “Monitor More Agents” button • The site will pop-up a box to select the agents to monitor • To select multiple agents hold down the Ctrl key while selecting the agents to be monitored • Agents selected will be highlighted in blue, see below • Then click “Add & Close”

  13. Calls Menu • From the Calls Menu you are able to take action against calls that are currently in progress in your queues • Monitor Calls • Whisper Calls • See a History of the Call

  14. Search Calls • To review specific calls there is a “Search Calls” button in the Calls menu • Once selected a new screen will open with options to find the call or calls

  15. Search Call Options • In order to assist you narrowing down the number of results returned we have several filters that can be utilized • Date Range • Calls are kept for 120 days • Range cannot exceed 30 days

  16. Search Call Options Continued • Beyond date range there are multiple options to narrow down results • If you know the exact call that you are looking for you can search either by Unique ID or ANI • Abandoned – See all abandoned or all non-abandoned calls • Call Type – Only see calls based on how the call originated, Recorded DID, Outbound, or Queue Calls • Agent & Queue Name – Filter by specific agents or queues

  17. Search Results • Results will provide a significant amount of information regarding each call • Recording – Option to listen to the call through a .wav file • Status – Provides information on whether the call was answered or not

  18. Search Results Continued • Field Selection • Choose which fields you want displayed • Remove fields that are not relevant to your search purpose • Remove a field by unselecting the box highlighted in red below • Default will show all fields • Sort Fields • Review abandoned calls first by clicking on “Status” header • Default will sort by “Call Date”

  19. Call Recordings • All call recordings are in .wav format • Option to either Open or Save the file

  20. Call History Option • Through the Search Results you are also able to see a history of the call • Not all calls have historical data

  21. Navigating Back to Dashboard • Top left of screen is an option “Home” • Select that link and you will be directed back to the Dashboard

  22. Downloading Reports • Two types of reports are available: • Queue Reports • Agent Reports • Select Location • Select Date Range • Data available: Last 120 Days • Maximum Range: 30 Days • Select “Get Report”

  23. Reporting • All reports are formatted as .csv • Option to either “Open” or “Save” • File name includes: • Type • Location • Date Range

  24. Sample Agent Report

  25. Sample Queue Report

  26. QUESTIONS? If you have questions please contact EarthLink Business Customer Care at 855-352-2731

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