ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching...
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Transcript of ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching...
![Page 1: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/1.jpg)
ACD Training
![Page 2: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/2.jpg)
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Agenda
• Logging In• Header Toolbar• Main Dashboard
– Calls– My Agents
• Searching Calls• Reports
![Page 3: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/3.jpg)
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Portal Log In
• Go to https://acd.voip.elnk.us• Agent and Supervisor URL is same
– Access is controlled through login details
![Page 4: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/4.jpg)
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Header Toolbar
• Capability to make yourself Busy (Red) or Ready (Green)
• Supervisor User Capabilities– Logout– Change Password
• Change Location Monitoring
![Page 5: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/5.jpg)
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Main Dashboard• Single screen to manage Agents and Calls in
Queue• Capability to collapse section that is not required
(highlighted in red below)
![Page 6: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/6.jpg)
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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
![Page 7: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/7.jpg)
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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
![Page 8: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/8.jpg)
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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
![Page 9: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/9.jpg)
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Edit Agents
• From the My Agents menu you can Edit Agents– Not all fields are modifiable
• Modify the email address• Reset Passwords
![Page 10: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/10.jpg)
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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
![Page 11: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/11.jpg)
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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
![Page 12: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/12.jpg)
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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”
![Page 13: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/13.jpg)
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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
![Page 14: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/14.jpg)
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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
![Page 15: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/15.jpg)
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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
![Page 16: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/16.jpg)
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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
![Page 17: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/17.jpg)
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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
![Page 18: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/18.jpg)
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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”
![Page 19: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/19.jpg)
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Call Recordings
• All call recordings are in .wav format• Option to either Open or Save the file
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Call History Option
• Through the Search Results you are also able to see a history of the call
• Not all calls have historical data
![Page 21: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/21.jpg)
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Navigating Back to Dashboard
• Top left of screen is an option “Home”• Select that link and you will be directed back to
the Dashboard
![Page 22: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/22.jpg)
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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”
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Reporting
• All reports are formatted as .csv• Option to either “Open” or “Save”• File name includes:
– Type– Location– Date Range
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Sample Agent Report
![Page 25: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/25.jpg)
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Sample Queue Report
![Page 26: ACD Training. 2 Agenda Logging In Header Toolbar Main Dashboard –Calls –My Agents Searching Calls Reports.](https://reader035.fdocuments.us/reader035/viewer/2022062511/551c3876550346ea388b4818/html5/thumbnails/26.jpg)
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QUESTIONS?
If you have questions please contact EarthLink Business Customer Care at 855-352-2731