1 1 P age NEXTIVA CALL CENTER Supervisor User Guide nextiva.com/support 2015 NEXTIVA, ALL RIGHTS RESERVED
2 2 P age Creating Employees... 3 Creating an Employee... 3 Assigning Licenses to Employees... 7 Schedules... 9 What is a Schedule?... 9 Creating a Schedule... 9 Features that can use a schedule Holiday Schedules vs. Time Schedules Call Center Creation Creating a Call Center Dialed Number Identification Service (DNIS) Assigning Agents to a Call Center Assigning Supervisors to a Call Center Assigning Agents to Supervisors Upload any relevant greetings to the Group Level Announcement Repository Routing Policies Incoming Calls Administrator, Supervisor, and Agent Access Using DNIS Supervisor Dashboard Supervisor Dashboard Configuration Monitoring Agents and Queues Call Center Agent and Routing Settings... 34
3 3 P age Creating Employees Creating an Employee Open a web browser and navigate to nextiva.com. Click Customer Login in the upper right of the web page. Log in to the Nextiva NextOS 2.0 portal on the left using your login credentials. This opens the NextOS administration portal. From the customer portal, select the Sites & Employees link under the Account Setup section. (Figure 1-1). A new page will appear containing a site list (Figure 1-2). Figure 1-1: Sites & Employees Figure 1-2: Sites & Employees
4 4 P age Select the Employees link under the Employees section for the site you would like to create a new employee for. This will bring up the Employees page for the specific site (Figure 1-3). Select the Create New Employee link in the upper-right. Figure 1-3: Employee s List When the page appears to create an employee, enter the required information (Figure 1-4). Figure 1-4: Employee Creation
5 5 P age Contact Information: User ID: A username that is unique across all of Nextiva. The User ID is what the customer will use to log in to their phone and call center settings at cp.nextiva.com. First Name: The employee s first name. Sometimes you may want the name of a position or location for this instead of the name. Last Name: The employee s last name. Sometimes you may want the name of a position or location for this instead of the name. Address: The address that the initial employee creation supplying the username and a temporary password will be sent to. Timezone: The U.S. time zone that the employee resides in; this is important to ensure that any schedules work correctly. Phone Information Phone Number: Only required if the employee is going to have a direct dial phone number. The number will be displayed when calling out instead of the Group Caller ID. Extension: The extension that the employee will be using. This is required and by default is a 4-digit extension.
6 6 P age After filling out the contact and phone information, the e911 address for the employee may need to be entered if the employee has a direct dial number or works off-site. Figure 1-5: Employee Creation E911 Once the e911 address is verified, select Continue. An will be sent to the employee with the portal login information, unless Continue-No is selected. Both options will prompt you to assign a device to this employee.
7 7 P age Assigning Licenses to Employees Assigning license packages to employees gives them access to add-on features. Select Assignments from the left hand menu of the NextOS 2.0 Portal (Figure 1-6). Figure 1-6: Assignments The page displays all license package assignments that are currently assigned to employees, as well as those that are available to assign. Click the name of the employee to whom you wish to assign a license to bring up the list of available packages. To add one of your employees to your call center, select the Call Center Enterprise (SAAS) license (Figure 1-7). This package will enable the employee to be selected as an agent of one of your call centers. Figure 1-7: Package Assignment
8 8 P age When you select the radio button to assign a package, it is moved from available to Assigned, and any packages rendered invalid are removed from the available premium packages list. If the employee is going to be a Supervisor of your call center rather than a normal agent, you must also assign the NextOS Supervisor Dashboard (SAAS) license to them following the same method.
9 9 P age Schedules What is a Schedule? Schedules are used to dictate when different call processing policies are activated and deactivated automatically. You can set up multiple schedules depending on your company needs. Schedules are used along with services such as Auto Attendants, Sequential Rings, or Call Forwarding Selective, to specify the time when the service action (ringing the phones, forwarding calls or routing to voic ) should take place. Schedules work great if your company opens and closes at the same time each day. Please remember to create a business hours schedule, as well as an after hours schedule, so you can properly route calls automatically within your account. Creating a Schedule To create a schedule, open a web browser and navigate to nextiva.com. Click Customer Login in the upper right of the web page. Log in to the NextOS 2.0 portal on the left using your login credentials. Once inside the portal, click on Sites & Employees, and then Login on the site entry you would like to create a schedule for. Select Schedules from the Profile page (Figure 2-1). Figure 2-1: Schedule List If you are editing an existing schedule, select the schedule you would like to edit. To create a new schedule, click the Add button at either the top or bottom of the list. You will need to enter a name for this schedule, such as Business Hours Schedule or Holiday Schedule, and then click the OK button to create the schedule s framework (Figure 2-2). Figure 2-2: Add a schedule
10 10 P age You will then be brought back to the main Schedule list. Select the Edit button to the right of the schedule that you just created (Figure 2-3). Figure 2-3: Populated Schedule List The Schedule modify page allows you to change the name of the schedule, as well as add, modify or delete events. An event is a specific length of recurring time. For a schedule that is from 9:00 am to 1:00 pm, there would be one event applied to the schedule. This event can recur daily, weekly, monthly, yearly or for any length of time you specify. If you want a schedule that starts at 2:00 pm and ends at 6:00 pm, you will need to create a separate event. To begin adding events to your schedule, click Add (Figure 2-4). Figure 2-4: Modify Schedule Enter the required information as detailed below (Figure 2-5): Event Name: The name of the event as it will appear in the event list (Figure 2-4). Start Date: The date when the schedule will begin. This can be in the future or today. End Date: The date when the schedule ends. If the scheduled time frame spans more than one day, this date should be the end date, If the time frame spans one day, then the end date should be the same as the start date. For example, if the schedule is between 9:00 5:00 every day, the end date should match the start date, but if the schedule is between 5:00pm and ends 9:00am the next morning, the end date should be the day following the start date.
11 11 P age Figure 2-5: Event Menu Start Time: The beginning of the activation time. End Time: The end of the activation time. Recurrence Pattern: If this is a regular schedule, it is best to create a recurrence pattern. o Daily: The schedule occurs every day, this includes weekends. o Weekly: The schedule occurs during some days of the week, but they occur every week (Figure 2-6). o Monthly: The schedule occurs during some days or weeks every month. o Yearly: The schedule occurs during some days or weeks every year. Figure 2-6: Weekly Schedule When you have finished building your event, select OK. You may then create another event to apply to this schedule, or press OK to complete the set up of this schedule.
12 12 P age Features that can use a schedule Schedules can be applied to the below features to dictate how incoming calls are routed during the time specified in the schedule. Auto Attendant (Group) Holiday Service (Call Centers) Night Service (Call Centers) Criteria: Nextiva Anywhere (User) Criteria: Remote Office (User) Criteria: Sequential Ring (User) Criteria: Simultaneous Ring (User) Criteria: Selective Rejection (All) Criteria: Selective Acceptance (All) Criteria: Call Forwarding Selective (All) Holiday Schedules vs. Time Schedules While there is no notable difference between a holiday schedule and a time schedule, as they both just segment a specific period of time, the way features use holiday schedules and time schedules may differ greatly. In Auto Attendants In an Auto Attendant, if you have both a time schedule and a holiday schedule, the holiday schedule will take precedence. For example, if the current time falls within your business hours schedule and within your holiday schedule, an incoming call will go to the After Hours menu. Call Center s Holiday Service vs. Night Service From the configuration portal for the call centers, select Routing from the left hand Options menu. There are two Nextiva Call Center features that can be operated off of a schedule. Night Service allows you to selectively disable the call center without using Call Forwarding Selective, and choose where to forward calls with an audio message. Holiday Service will supersede the normal schedule and take the call center offline in the same manner with the option to play a message before the call is forwarded. In both cases the call center records the call for reporting purposes.
13 13 P age Using Criteria-Based Forwarding Feature Each criteria-based feature uses an additive criteria system. You will need to build an event for any after hours feature activations, as well as a separate event for any holiday feature activations. Each event can make use of the following criteria: Business Hours Schedule After Hours Schedule Private Numbers Unavailable Numbers In addition, each event is applied from top to bottom on the event list (set in alphabetical order). When building events, a good practice is to precede the name of the event with a priority number so events are listed in the order of importance. When an event is triggered by its criteria, the feature it is attached to will activate. Call Forwarding Selective forwards calls to a phone number or extension identified when the feature is set up, Nextiva Anywhere and Remote Office will trigger and be set to On while the criteria is active.
14 14 P age Call Center Creation The majority of adjustments to your call center will be done via the Nextiva NextOS portal on the Group Level. Access this by opening a web browser and navigating to and clicking on Customer Login in the top right corner. Use the administrator credentials to log in to the portal on the left side of the screen. Select Sites & Employees from the portal, and then click the Login link on the site that has the call center. Call Center will be an option in the left-hand Options panel (Figure 3-1). Next, select Call Centers from the Basic heading. Figure 3-1: Call Center There will be a list of available Call Centers. Click the Edit button of the call center you want to edit, which brings up the Call Center Page, or click the Add Call Center Wizard button and continue to the next step. Creating a Call Center After you select Call Centers from the Call Center menu for the chosen site, click the Add Call Center Wizard button. Figure 3-2: Call Center Buttons
15 15 P age Next, click the radio button next to Premium. This will ensure that your Call Center is the highest tier call center available with all the available features. Then click Next >. The next page determines the call center s base settings. Enter the required information as shown in Figure 3-3. Figure 3-3: Call Center Settings Call Center ID: This is a unique ID that will be used for routing calls to the call center. This Call Center ID must be unique across the entire Nextiva platform. Make sure nextiva.com is selected from the drop down, after symbol. Calling Line ID: The name that will show on the receiving agent s caller ID when the call center is dialed. Initial Password: This password can be used for CRM integration and other supervisor tools. Department: Leave set to None. Language: Currently English is the only language package Nextiva provides. Time Zone: Ensure the time zone is set to the correct time zone for the specific call center. Routing Type: Leave set to Priority Based. Group Policy: Select Circular
16 16 P age Call Center Settings: Set Queue Length to 525 calls Check Play ringing when offering Call Check Allow callers to dial to escape out of queue. o Enter 1 in the field of the above setting. Reporting Settings: Check Enable Call Center External Reporting Agent Settings: Check the following features: Allow agents to join Call Centers. Enable maximum ACD wrap-up timer. o Set the minutes field to 00. o Set the seconds field to 30. Automatically set agent stat to after call. o Select Wrap-Up from the drop-down list. When finished updating the settings for the call center, click Next >.
17 17 P age Dialed Number Identification Service (DNIS) DNIS allows you to specify different phone numbers with different whisper messages or different priorities. Configure the following Dialed Number Identification Service (DNIS) settings for the specific call center (Figure 3-3): Check the box titled Display DNIS Name to agent when presenting call instead of Calling Name. Other DNIS Features are configured after the initial call center configuration. Figure 3-3: DNIS Add any necessary DNIS entries using the following information by clicking Add Another DNIS: o o o o o o o DNIS Name: Alternate name for the DNIS. Phone Number: The specific phone number that customers will use to reach this DNIS. Extension: If this DNIS requires a unique extension for other agents to transfer to enter it here. Priority: The priority of calls using this DNIS compared to others in the same call center queue. Calling Line ID: This is the phone number that displays on a recipient s phone when an agent makes an outbound call using the DNIS. Check Use Customer Calling Line name settings and enter the name that is displayed on the agent s phone when an incoming call comes into the DNIS. This is also the name that is displayed on a caller s phone when an agent makes an outbound call using the DNIS. Calling Line ID Last Name: The Last name this call center displays. Calling Line ID First Name: The First name this call center displays. Check Allow outgoing call center call Click Next > to open the assign agents screen. Assigning Agents to a Call Center To locate all agents who have a call center license, click the Search button on the far right. If you are looking for a specific agent, you can use the drop-down list and entry fields to narrow your search. After clicking the Search button, all agents who meet the criteria populate in the left-hand Available Agents box.
18 18 P age To assign agents to the call center, highlighting their name by clicking on them in the Available Agents box, and then clicking the Add > button. If all agents need to be assigned to the call center, click the Add All >> button. When you have finished assigning the desired agents to the call center, click Next > to assign supervisors. Assigning Supervisors to a Call Center Any agent with a Call Center license can be a supervisor, but only agents with the Supervisor Dashboard license assigned to them can monitor call centers. Follow the steps found in Assigning Licenses to Users to assign Supervisor Dashboard licenses to employees you would like to monitor the call center. Locate all users who are available to supervise the call center by selecting the Search box on the far right. If you are looking for a specific person, you can use the drop-down list and entry fields to narrow your search. After clicking the Search button, all available supervisors who meet the criteria populate in the left-hand Available Supervisors box. To assign supervisors to the call center, highlighting their name by clicking on them in the Available Agents box, and then clicking the Add > button. If all available supervisors need to be assigned to the call center, click the Add All >> button. When you have finished assigning the desired supervisors to the call center, click Next > to assign agents to supervisors
19 19 P age Assigning Agents to Supervisors Select the supervisor to whom you want to add agents from the drop-down list under Step 1: Select a Supervisor (Figure 3-4). Figure 3-4: Assign Agents to Supervisors Search for agents within the call center by clicking the Search Box under Step 2: Search for Available Agents. Under Step 3: Assign Agents, select the agents you would like to assign to the chosen supervisor. Then click the Add > button to assign the chosen agents to the supervisor. Click the Apply button by Step 4 to save the agents assigned to the chosen supervisor. Repeat the above process for each supervisor in the call center. Once you have assigned all agents to the appropriate supervisors, click Finish NEXTIVA, ALL RIGHTS RESERVED
20 20 P age Profile Upload any relevant greetings to the Group Level Announcement Repository. NOTE: Greetings should not be uploaded to the call center s specific Announcement Repository; they must be uploaded to the overall group s Announcement Repository in the group profile page. Set up the Entry Greeting, Comfort Messages, and Music on Hold in the Announcements menu by selecting the appropriate greetings from the drop-down lists in the respective tabs Routing Policies: Holiday Service Action: Set to Transfer to phone number/ SIP-URI: Set the field to the appropriate voice mailbox. Check Play announcement before holiday service action: Select the Holiday Greeting from Custom File 1: Night Service Action: Set to Transfer to phone number/ SIP-URI: Set the field to the appropriate voice mailbox. Check Allow feature access codes to manually override night service Bounced Calls Check: Bounce calls after rings Set the field to 3. Overflow Select the radio button next to Transfer to phone number/ SIP-URI: Set the field to the appropriate voice mailbox. Stranded Calls Select the radio button for Night Service Incoming Calls Call Forwarding Busy Set the field to the appropriate voice mailbox.
21 21 P age Advanced Call Center Settings Administrator, Supervisor, and Agent Access There are two specific access points to control and configure your call center. Administrator Access via the NextOS 2.0 portal: This controls the major call center functionalities such as schedules, agent call center assignments, notifications and thresholds, and who supervises the call center. Administrator Access can be reached by navigating to and clicking on Customer Login found at the top right. After logging in to the NextOS 2.0 portal on the left with your admin login credentials, click Sites & Employees. Then select the login link on the site that contains the call center that you d like to adjust. Click Call Center from the left-hand options menu, and then select Call Centers under the Basic heading. A list of available call centers for the site will appear. Click Edit for the call center you wish to adjust to access the Call Center profile. To access call center features and tools, such as the Supervisor Dashboard, you will need to log in to cp.nextiva.com via the Supervisor Access instructions below. Supervisor Access: This allows access to call center features and tools such Supervisor Dashboard which provides real-time information and reports on the call center, controlling agent ACD states, monitoring the queues, and listening to agent calls. To use Supervisor Access for the call center, navigate to cp.nextiva.com and log in using your login credentials. Agent Access: This works like Supervisor Access for the call center but has fewer options and controls. Any agent in the call center that is not a supervisor can use their agent access by navigating to cp.nextiva.com and logging in with their credentials. To adjust specific call center features, an agent must select Call Control from the lefthand options menu and then Call Centers under Advanced. Using DNIS Dialed Number Identification Service (DNIS) allows for two numbers to be assigned to the same call center, each of which has their own announcements and reporting. DNIS can also be used to change user caller ID when making an outbound call. Companies typically use this feature to offer promotions or track call volume on a specific number.
22 22 P age Inbound DNIS Log in with Administrator Access (see Administrator, Supervisor, and Agent Access above for instructions). Locate the DNIS option under Advanced Settings (Figure 4-1). Figure 4-1: Call Center DNIS The DNIS display settings will ensure that the number dialed or name displayed on the screen of the phone represents the call center DNIS phone number instead of showing the inbound caller ID of the caller. Priorities can be set for each of the DNIS entries, allowing for important calls to be answered over other calls that may be of less importance, but a longer talk time. To add a new DNIS to your call center, select the Add button located at the bottom of the screen (Figure 4-2). Figure 4-2: DNIS Settings
23 23 P age A new menu will appear, allowing you to manage the announcements that each specific DNIS will play. To utilize the different announcements, the box next to Use custom DNIS announcement settings must be checked (Figure 4-3). Then you can navigate to each tab and select the appropriate message from the drop-down list. An announcement must be uploaded to the call center s Announcement Repository before it can be selected. Figure 4-3: DNIS Announcements The Calling Line IDs will display on the agent s phone before they answer the call. This can be used to clarify what number was called before answering the call, however it will replace the caller s contact information. The last check box allows an agent to use the DNIS as their caller ID when making an outbound call from their phone. This allows the agent to change their caller ID before each outbound call they make.
24 24 P age Outgoing DNIS DNIS can also be used to allow agents to instantly change their outbound caller ID. To do this, the inbound DNIS settings must be configured within the call center first. If an agent would like to take advantage of this feature, they will need to log in with Agent Access (see Administrator, Supervisor, and Agent Access above for instructions) (Figure 4-4). Figure 4-4: Outbound DNIS Under the Agent Threshold Profile, a drop-down list with a check box will appear labelled Make Outgoing Calls As. The agent will be able to toggle between the different phone numbers they would like to use when making outbound calls.
25 25 P age Supervisor Dashboard Overview A premium feature that can be added to Nextiva Call Center accounts is the Supervisor Dashboard (Figure 4-5) which allows the supervisor to monitor agent performance. Additionally, reports can be run in real-time to assist with call center management. The Supervisor Dashboard also allows the supervisor to see if agents are on calls, adjust agent ACD states and silently monitor calls. The Supervisor Dashboard is available with Nextiva Call Center Pro and Call Center Enterprise plans. Figure 4-5: Supervisor Dashboard
26 26 P age Supervisor Dashboard Configuration The first step in setting up your Supervisor Dashboard is to determine who will be supervisors and which agents in the call center they will be monitoring. This can be done using Administrator Access. Click the Supervisors link (Figure 4-6) to begin making changes to the supervisors assigned to this call center. Figure: 4-6: Supervisors After the supervisor has been selected from the drop down menu, select which agents will be assigned to that specific supervisor (Figure 4-7). Figure 4-7: Agents The new supervisor will need to login using the Supervisor Access method described in Administrator, Supervisor, and Agent Access above. Once logged in, a drop-down menu should appear next to their name in the top right side of the screen; select the Supervisor Dashboard option. If Supervisor Dashboard is not present in the list, the employee will need to be assigned the Supervisor Dashboard feature which can be added in the
27 27 P age NextOS 2.0 portal (refer to the Assigning Licenses to Employees section above). Once the dashboard is launched, it will appear to be empty and the agents and queue settings will need to be set up (Figure 4-8). Monitoring Agents and Queues Figure 4-8: Dashboard Template By clicking on the Agents sub category under Contacts in the center of the screen, the list of agents assigned to the supervisor will appear. The status bubble next to the agent s name will appear white, informing the supervisor that the agents are not currently being monitored. Selecting the pencil icon next to the Agents drop-down list will open a new pop-up window, allowing the supervisor to select which agents they would like to monitor (Figure 4-9). The Supervisor Dashboard allows for 50 agents to be monitored at one time. Figure 4-9: Agent List
28 28 P age Once the supervisor has selected the agents to monitor, their status bubbles will change colors depending on their Agent Call Disposition (ACD) state (Figure 4-10). A green bubble shows that the agent is available to take a call, red reflects the agent is currently unavailable or on another call, and a yellow bubble signifies the agent is in wrap-up status. The supervisor can select agents from the Edit Monitored Agents List and more options will appear for advanced agent monitoring. Figure 4-10: Agent Status SMN (Silent Monitor Next Call): Allows the supervisor to silent monitor the next call the agent receives. If the agent is already on a call, an additional SM button will appear to allow for immediate monitoring. Pressing the SM button will cause the supervisor s phone to ring. Once the supervisor answers the call, they will be silently placed into the call. ACD (Agent Call Disposition): Allows the supervisor to change the agent s call disposition (ACD) code. The supervisor can manually set the agent to unavailable, available or sign-out, regardless of the call center top-level settings. Call: If selected, the supervisor s phone will automatically call the agent. Chat: This opens a chat window within the Supervisor Dashboard, which allows the supervisor to send private messages directly to the agent. Barge: Like Silent Monitoring, the Barge option appears when an agent is on a call. Once selected, the supervisor will be added to the call and the agent will hear a notification sound. Both the caller and the agent can hear the supervisor when this feature is used to monitor a call. This feature is available for all account types and is often used in place of silent monitoring by removing the notification sound and muting the supervisor s phone before entering the call. The notification sound can be removed from each user in the Directed Call Pick Up with Barge- In option, under the Call Control section for each user. Queue: This allows the supervisor to adjust which call centers the agent is assigned to.
29 29 P age Reporting The ability to run detailed reports is one of the most valuable features of the Supervisor Dashboard. Supervisors can see how many calls their agents have taken, the duration of the calls, agent unavailability and other vital statistics. Reports can be run with Nextiva Call Center Pro and Nextiva Call Center Enterprise plans. For reporting to be active, the Enable Call Center External Reporting option must be selected when creating the specific call center (Figure 4-11) Figure 4-11: Enabling Reporting To run reports, the supervisor must click on the Reporting link in the top right of the Supervisor Dashboard (Figure 4-12). Figure 4-12: Dashboard Links A new screen will appear with a drop--down list of call center reports to choose from (Figure 4-13) Figure 4-13: Reports
30 30 P age Each call center report has a different function. Below is a list of reports you can run for agent and call center performance. Abandon Call Report: Total calls received by the call center, total number of calls that entered the call center queue but hung up before being answered by an agent, and how long callers waited before hanging up. Agent Activity Report: Total calls answered by each agent and the amount of bounced calls (calls that entered the queue and were distributed to an agent, but the agent neglected to answer the call). Additionally, this report also shows total available, unavailable, talk and hold times for each agent. Agent Call Detail Report: Call history for each agent, and specifically call length, when the call occurred and the caller s phone number. Agent Call Report: Total inbound and outbound calls for each agent. Agent Duration Report: An agent s total talk time for the specified period. Agent Sign In/Out Report: Details the times agents signed in and out of the call center queue. Agent Summary Report: The average and longest talk times for an agent. Unavailability Report: The amount of time each agent was unavailable, as well as the reason they were unavailable. Call Center Call Detail Report: Shows every inbound call the call center received. It also includes how many times a call bounced, if it was answered or abandoned, when the call occurred, and call duration. Call Center Incoming Calls Report: Shows how many calls each queue in the call center answered. Call Center Overflow Matrix Report: Details the number of calls that followed the overflow process. Call Center Presented Calls Report: The amount of calls received, the number of calls abandoned, and the percentage of calls answered in a specified time frame. Call Center Report: The same data is reported that is included in the Call Center Presented Calls Report. Call Center Summary Report: Generates a line graph of the daily stats of the call center based on each hour of the business day (Average Wait time, Average Speed of Answer, Abandoned Time).
31 31 P age Running Reports Once the supervisor has selected the report they would like to generate, a new screen will appear that allows additional report parameters to be set (Figure 4-14). Figure 4-14: Report Input The Report Input settings include: Scope: If you have multiple call centers, reports can be run on all of the call centers together or each call center individually. Service Level: A time frame in which the supervisor would like calls to be answered by the agents. The report will detail the number of calls answered within the specified timeframe. Abandoned Call Threshold: Allows the supervisor to break the report into increments. Based on the entries in Figure 4-15, the report will show all calls abandoned in 10 seconds, 30 seconds and overall. Type: Allows supervisors to run reports over a selected period of time or to receive real time updates. Sampling: Choose whether reports are based on hourly stats, 30-minute stats or over the entire business day. Output Format: Allows the supervisor to export the data in to an Excel or PDF document. Figure 4-15: Reporting Parameters
32 32 P age Reporting Error Messages When attempting to generate a report, an error message may appear that includes a description of the incorrect parameters used. In Figure 4-16, the error message informs the supervisor that the end time selected for the report is in the future and a new end time must be selected to successfully generate the report. Figure 4-16: Report Errors Reporting error messages can be caused by two different issues: 1. Supervisors have selected a start time or end time that has not occurred yet. 2. The report being run requires the supervisor to change the increments into hours instead of days. Call Center Dashboard The Call Center Dashboard is another powerful tool for supervisors that provides a snapshot overview of the number of calls in queue, number of agents taking calls, longest wait time for current callers, and other valuable real-time statistics (Figure4-17). The Call Center Dashboard can be accessed via the Dashboard link located next to the Reporting link on the Supervisor Dashboard. Figure 4-17: Real Time Dashboard
33 33 P age Thresholds To configure the call center Thresholds, log in with Administrator Access. Select the Thresholds option under the Basic heading. The statistic box on the dashboard will change to red or yellow if one of the thresholds is met. This is a valuable tool for alerting management to unusual call volume occurring within their queue. An can also be sent to warn members of management that a threshold has been reached automatically (Figure 4-18). Figure 4-18 Call Center Thresholds
34 34 P age Call Center Agent and Routing Settings Agent Settings NOTE: For all agent settings depicted in this section, Figure 4-19 through Figure 4-23, you will need to contact Nextiva Support for assistance configuring these settings. Figure 4-19: Agent Call Center Settings Agent Default Settings allow the administrator to adjust how calls are routed to an agent. Guard Timer prevents an agent from receiving a call for a designated amount of seconds and is different than the Wrap-Up setting. The agent can also be forced in to an unavailable state if certain criteria are met (Figure 4-20). These settings have a default value and if you would like to customize them, please contact Nextiva Support for assistance. Figure 4-20: Agent Default Settings
35 35 P age Agent Threshold Profiles can be used to members of management when an agent has reached a certain call duration or total unavailability time (Figure 4-21). Figure 4-21: Agent Thresholds Agent Unavailable Codes allow for new ACD states to be added to the call center. Instead of only the default available and unavailable codes, codes pertaining to specific situations like training and meetings can be added. When an agent from the call center selects one of these codes, the agent will be put into an unavailable state (Figure 4-22). Figure 4-22: Agent Unavailable Codes
36 36 P age Call Disposition Codes can be used to mark each call with a code corresponding to the reason for the call (Figure 4-23). Figure 4-23: Call Disposition Codes Within the Call Center Routing Policies section, the priority of each call center can be set (Figure 4-24). Figure 4-24: Routing Policies
37 37 P age User Level Agent Settings Each agent that is in a specific call center can log in to the call center with Agent Access (Figure 4-25). Figure 4-25: User Level Settings The agent can adjust their specific settings to differ from those that were configured for the group. They can place themselves in and out of queue, as well as adjust their Guard Timers and forced unavailable options. The user toggle must be selected for the new settings to override the group settings
38 38 P age Agent Dashboard Similar to the Supervisor Dashboard, the Agent Dashboard allows agents to see contacts and call center statistics (Figure 4-26). The Agent Dashboard is an additional feature that will need to be added to your Nextiva Call Center account. A license will be required for each agent that will utilize this feature. Once the license has been assigned, the agent will have to log in with Agent Access and select Agent Dashboard from the drop-down menu in the top-right corner of the portal. Figure 4-26: Agent Dashboard
39 39 P age Routing Policies Routing policies allow a call center to forward calls to another location when the business is closed, all agents are busy, customer wait time is too long, or the system is experiencing an issue. These options are located in the call center section labeled Routing Policies (Figure 4-27) and can be configured using Administrator Access. Figure 4-27: Routing Policies There are a variety of routing policies you can utilize for your call center, and below are details on each. Forced Forwarding: This allows calls to be forwarded to another location immediately. A message can be selected to play when this policy is turned on, informing callers that they are being removed from the queue. Holiday Service: This option forwards calls only on days you have specified as a holiday. A holiday schedule must be created prior to the activation of this feature. Please refer to the Schedules section above for steps on how to create a schedule. Night Service: This allows for calls to automatically forward to an alternative number, extension or voice mailbox the moment the business closes. Unlike Call Forwarding Selective and Call Forwarding Always, Night Service calls will still show in call center reports. Bounced Calls: This sets the number of rings that are allowed on an offered call before the call is pulled from that user and sent back into the call center. Nextiva also offers the ability to enable an additional feature that will automatically set the agent to unavailable if this bouncing starts to occur. Comfort Message Bypass: If callers have a short wait time, and the supervisor feels that a comfort message is not warranted, this feature can turn off the comfort message automatically. An estimated wait threshold can be set to ensure a comfort message will only play when the queue wait time reaches a certain limit. Overflow: Used to send calls out of the call center to another phone number or extension number if the caller exceeds a specified wait time. If desired, an announcement can be uploaded to inform callers that they are being transferred.
40 40 P age Stranded Calls: This feature is used for emergency forwarding in the event all agents sign out of the call center. Like the Overflow Policy, an announcement can be uploaded to inform callers why they are being transferred out of the call center. Stranded Calls can also be configured to utilize the Night Service routing policy. Stranded Calls Unavailable: Instead of forwarding calls out of the call center if all agents are signed out, this policy is used when all agents set their ACD status to unavailable. Just like Stranded Calls, announcements and Night Service can work with this feature.
TELSTRA IP TELEPHONY PREMIUM CALL CENTRE CUSTOMER ADMINISTRATOR USER GUIDE WELCOME TO TELSTRA IP TELEPHONY PREMIUM CALL CENTRE Additional information on the TIPT Premium Call Centre is available on the
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MITEL MIVOICE BUSINESS ACD AGENT/SUPERVISOR GUIDE FOR F THE MIVOICE 5224 AND 5324 IP PHONES NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted