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